Use the steps below when creating a contact event for client complaints that require Client Experience Manager (CXM) follow up:

1. Verify the identity of the client Identification: CSC Phone Procedures.
2. Click the synapsys icon.
3. Click New Event/Activity > Create New Event for Client name > Contact Event.
4. Complete the following fields accordingly:
   1. Summary - Reason that the office is calling or following up with the client 
   2. Assigned To– Click the magnifying glass icon.
      1. Officer Name - Enter the Client Experience Manager name for the office the client is referencing.
         • If an office does not have a Client Experience Manager, enter the name of the Lead Teller in the Officer Name field.
      2. Click the Contains box between the Officer Name and Officer Code fields.
      3. Click Search.
   3. Type - Use the drop-down arrow to select CSC Client Outreach.
   4. Status - Use the drop-down arrow to select  New Event.
   5. Office - Use the drop-down arrow to select the appropriate office. 
   6. Outbound Call Reason - Select CPR (Client Perception Report).
   7. Call Result - Use the drop-down arrow to select Other – Provide Specifics.
   8. Comments - Include the following:
      • Request the CXM contact the client to seek to a resolution. 
      • Specific details on actions taken by the call center associate (for example: refunded fees, but the client still wants to talk to the CXM). 
5. Click Secondary Assigned To and CC Associates.
   1. In the Add Officer field, click the magnifying glass to access the officer search.
   2. Officer Name - Enter the Lead Teller name for the office the client is referencing.
      • If an office does not have a Lead Teller, enter the name of a Personal Banker in the Officer Name field.
   3. Click the Contains box between the Officer Name and Officer Code fields
   4. Click Search.
6. Click Save and choose Save and Go Back.