Author: Livia Tay, MY
Last Updated: December 18, 2024
This SOP provides a step-by-step guide for resetting a negative balance in a client's account upon request. The process involves communication with the dealing team and client updates, ensuring a smooth and professional handling of the request.
Step-by-Step
- Receive Request from Client (via Zendesk)
When a client requests help to reset their negative balance, ensure that the request is logged appropriately. Acknowledge receipt of their request and inform the client that you will initiate the process with the relevant team. Kindly refer to image 3.1.5.1a for more information.
image 3.1.5.1a - Side Conversation with Dealing Team (via JIRA)
Create a side conversation or ticket within Zendesk, addressing the request to the Dealing Team. This is where you will officially communicate the client's request to reset the negative balance. Kindly refer to image 3.1.5.2a for more information.
image 3.1.5.2a - Inform the Client Once Reset Is Done
After receiving confirmation from the Dealing Team that the negative balance has been reset, inform the client of the successful reset. Ensure that you update them promptly and professionally. Kindly refer to image 3.1.5.3a for more information.
image 3.1.5.3a