Complaint Tracking and Resolution

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Across
  1. 5. is the catagory when the customer complain about Multiple Contacts/Transfers Necessary or the lack of follow up
  2. 7. is used in the system of record if the customer search results do not return any customer information.
  3. 9. is the catagory when the customer complain about payment/Posting Issue or suit Filed in Error
Down
  1. 1. text box is character limit is indicated under the field.
  2. 2. is Concern (or dissatisfaction) with a bank product, service or employee conduct that would require corrective action to remediate an issue caused by the bank.
  3. 3. Pressure Employee used unethical tactics or pressure on the customer to submit a payment or open undesired new accounts and services.
  4. 4. When in doubt
  5. 6. is an existing account holder, an Authorized Third Party (ATP), a guarantor or an applicant for a Bank of America product or service.
  6. 8. Misconduct is when an employee knowingly and unethically violated company policy or code of conduct