Account Update Expectations

Account Update Cases are addressed once a week unless communication is active, or the Account Update Case is in High Priority. If the Account Update Case is not in High Priority, it will be addressed in the order it was received.

Account Updates are Requests.

An Account Update Case is a request for the issue to be looked at but does not guarantee a resolution. The problem can be out of the hands of Onboarding completely or a platform glitch, so a timeline of the resolution cannot be guaranteed. The Onboarding Specialist handling the request will address the issue, provide details on why the case cannot be solved, or the resolution to the problem, along with communication when it’s fixed. 

Communication Expectations 

The AC team is the main POC for the Account regardless of the platform or account issue. Unless specified, the AC will be the one to provide the information about the issue and how it is being addressed, not the Onboarding Specialist.

The only time the Onboarding Specialist contacts the client is when they (The Onboarding Specialist) request an appointment. Otherwise, the communication will funnel through the AC and if they need assistance, it will require both the AC and the Onboarding Specialist on the call to address the advanced issues — keeping the main point of contact informed.  

Troubleshooting Calls

As stated above, the only time the Onboarding Team is to connect with the customer is when they need to address the situation with the customer on a more advanced level.  The Onboarding Specialist may require the AC to be on the call to ensure the communication is bridged correctly.

COMMUNICATION AND CASE CLOSURE

The Account Update Cases do not stay open forever and rely on communication to remain open.

In an Account Update Case that requires the AC’s attention or information to be obtained, the Onboarding Specialist will ask for specific information via chatter, and it is the AC’s responsibility to fulfill that request. If the request goes uncommunicated for one week, the case will be closed, and a chatter to the AC will be made that until the information is provided, the case will be closed.

Remember, the Onboarding Team will not contact the client unless specifically requested. All tasks and processes the Onboarding Team requests from the AC will include a detailed information guide to handle the situation and provide the results to the Onboarding Specialist.

If the information is provided after the case is closed, the Onboarding Specialist handling the Case will reopen the case and continue with the advancement.

HIGH PRIORITY CASES

For an Account Case to be High Priority, the case must be filled out, the AC must chatter to their leadership and Onboarding Leadership that the case is in High Priority and why. 

Once leadership is chattered, the Onboarding Team will address the situation within 24 business hours. Remember, Account Update Cases are requests. The Onboarding Team can look at and address the situation, but they may not be able to handle or fix the problem in a certain time frame or at all. — do not make promises to clients!