A complaint is when a client expresses his/her dissatisfaction with a product, service, or anything else offered or provided by Capital City Bank.
Logging client complaints is essential for gathering information, holding associates accountable for actions taken/not taken, identifying isolated incidents, identifying issue trends, identifying symptoms of larger issues, and working towards making improvements. However, not everything a client complains about needs to be logged. If you can determine that the problem is due to client error, then it is not a complaint.
There are two types of complaints: Compliance and Client Experience (CX)
Compliance Complaints
These are complaints that directly relate to us being within compliance. If the client mentions words like “legal,” “discrimination,” or “attorney” report that complaint.
Examples include: “I’m going to tell everyone about this.” “I want the number for your CEO so I can call them.” “This feels discriminatory.” “I’m contacting the news about this.”
Client Experience (CX) Complaints
- These are complaints that have impacted our clients or affected the experience they have had with us.
Complaint Reasons
Below is a list of complaint reasons for logging client complaints in Synapsys.
| ATM | Location, upgrades, out of service, ease of use, etc. |
| BOL | Access, features, issues, likes/dislikes, etc. |
Building/Structure |
Office closure, speed bumps, appearance, flag positioning, etc. |
| Call Center | Inaccurate information, wait times, call backs, unsatisfactory experience with agents, etc. |
| Chat | Inaccurate information, wait times, unsatisfactory experience with agents, etc. |
| Debit Card | Rules, denials, chip issues, blocks, hot status, etc. |
| Express | Inaccurate information, wait times, unsatisfactory experience with agents, etc. |
| Fees/Processing | Posting order, Fees assessed, returned items, etc. |
| ITM | Location, upgrades, out of service, ease of use, etc. |
| IVR | Inaccurate information, likes/dislikes, etc. *Not user error |
| Loans | Product availability, rates, denials, processes, turn around time, etc. |
| LPP | Access, features, issues, likes/dislikes, etc. |
| Non-Retail | Outside departments: mortgage, mail room, deposit services, loan servicing, potential applicant/ employee, etc. |
| Procedures | Identification requirements, procedures or how we do things, etc. |
| Retail | Unpleasant experience with office associate, office procedures or practices, maintenance not being completed, etc. |
| SATM | Location, upgrades, out of service, ease of use, etc. |
| Vendor | Harland, Elan, Elavon, etc. |
| Visa | Text/phone contact by visa directly, negative experiences, wait times, blocks, rules, denied transactions, etc. |
Complaint Detail
When logging a complaint, be sure to list as much detail/ client information as necessary (names, CIF, times, dates Office, associate and a detailed resolution).
- Access to funds
Client makes a check deposit after 10 AM and is upset it is not available until the next day. - Associate decision
Client upset because Macon Main did not request his ID when cashing his check. - Bill pay
Client is upset there is a daily limit to send bill pay items - CCB block
Client upset/stranded on the weekend due to TR&FP placing card into warm status. - Client concerns
Client does not like our advertisements playing while on hold. - Client confusion
Client is upset because an advertisement appeared for credit scores while she was signed into Online Banking and believed it was being offered through the bank. Client misinformed
Client was informed of an incorrect balance by an associate. - Clients request not completed
Client believed a debit card had already been previously ordered when it had in fact never been ordered. - Holds
Client is negative due to a hold being placed on mobile deposit check and not being notified immediately (form mailed out). - Identification
Client is displeased with not being able to request Online Banking username through chat service. - Mobile deposit
Client’s mobile deposit check is being denied multiple times due to poor image quality but the image appears clear. - Notification
Client is upset that his billing statements for his new loan are not automatically sent by mail. - Posting order
Client is livid that we don’t pull funds in order of occurrence, but rather largest to smallest. - Service charge
Client does not agree to charge $1 per page of account history in the office. - Technical issues
After also attempting the client’s IVR balances, it is indeed saying an incorrect balance. (If it is user error and the IVR is working properly, then it is not a complaint.) - Unpleasant experience
Client called the call center and there were not any Spanish-speaking bankers available to assist. - Wait time
Complaint about wait time on phone/ in office.
Log Complaint-Office
When logging client complaints, keep the following in mind:
Don’t: tell the client there was a glitch or system error because we don’t want the client to lose faith in our programs or systems unless there truly is an error.
Don’t: simply tell the client that you will submit the complaint. We want to give the client some sort of real solution to his/her problem.
Do: provide a detailed resolution of what you did to assure the client we are working on their problem, or at least hear their voices. For example: I emailed the manager of the associate who failed to order the debit card for the client per the client’s complaint and also expedited a card at no charge for the client. Apologized for the delay and confusion and the call ended on a positive note.
Each resolution should answer:
- What did we offer/do for the client’s complaint (be specific)?
- Who specifically did we involve in the client’s issue?
- Is the client going to be contacted back/ should they be?
- Did we fully explain any related information to the client so they understand why what happened did happen?
In Xperience, click the CRM icon.
- Click New Event/Activity > Create New Event > Service Session.
- Click Client Concerns > Report Client Concerns.
- Add short summary (for example: BOL COMPLAINT).
- From the Complaint Reason drop-down list, select the reason. For more detail, see the Complaint Reason tab.
- From the Complaint Detail drop-down list, select the complaint detail. For more detail, see the Complaint Detail tab.
- In the Date Incident Occurred field, enter date that the incident occurred.
- Enter any comments pertaining to the complaint or concern.
- Answer whether or not a bank error occurred.
- Enter a resolution.
- Examples of acceptable resolution: “Emailed associate pertaining to the complaint and their direct manager to make aware of the situation. Provided alternative solution to the client and requested contact number for follow up.”
- Example of unacceptable resolution: “Told the client I would pass that information along.”
- Select save and submit.
Log Complaint-CSC
When logging client complaints, keep the following in mind:
Don’t: tell the client there was a glitch or system error because we don’t want the client to lose faith in our programs or systems unless there truly is an error.
Don’t: simply tell the client that you will submit the complaint. We want to give the client some sort of real solution to his/her problem.
Do: provide a detailed resolution of what you did to assure the client we are working on their problem, or at least hear their voices. For example: “I emailed the manager of the associate who failed to order the debit card for the client per the client’s complaint and also expedited a card at no charge for the client. Apologized for the delay and confusion and the call ended on a positive note.
Each resolution should answer:
- What did we offer/do for the client’s complaint (be specific)?
- Who specifically did we involve in the client’s issue?
- Is the client going to be contacted back/ should they be?
- Did we fully explain any related information to the client so they understand why what happened did happen?
- When you wrap up the call, in Finesse, from the Reason drop-down menu, select Complaints.
- From the Reason Detail drop-down menu, select a reason. For more detail, see the Complaint Detail tab.
- Enter comments. Be as thorough as possible in this section. Include associate names, dates, times, locations (if possible), and the resolution.
- Click the (+) to add another interaction.
- From the Reason drop-down menu, select Complaints.
- From the Reason Detail drop-down menu, select Resolution.
- In the Commentssection, input your resolution to the complaint.
- Provide and explanation of how you handled the client's complaint and what kind of solution you offered (for example: Emailed CSCSupervisor for client call back; Submitted synapsis event for retail follow-up, Apalachee Pkwy CXM).
- Click Done.
- If the client complaint requires and office follow up, see CSC Contact Events for Office Follow-up.
