GUIDELINES FOR URGENT BACK OFFICE TICKET
An urgent back office ticket signals that the issue requires immediate attention from the Account maintenance team. These situations often involve heightened customer frustration, potential reputation risk, or regulatory implications.
Internal Trigger Words that Elevate a case to Urgent Status:
- Mentions fraud, lawsuit, legal action, police involvement or regulatory complaints
- Use of escalatory or emotionally changed language such as:
- UNACCEPTABLE, IMMEDIATELY, ESCALATE, CANCEL, REPORT
-ant threats of facing reputational damage such as posting on social media, leaving negative reviews or contacting the press
The customer threatens to file a formal complaint with a regulator (e.g., FINRA, SEC, etc.).
The customer mentions potential legal action involving lawyers, police, or lawsuits.
Any reference to government or regulatory bodies should be treated as a high-priority compliance risk.
The customer specifically requests to speak with a manager, supervisor, or executive due to dissatisfaction or unresolved issues.
The customer reports suspicious, unauthorized, or potentially fraudulent activity in their account.
This includes unauthorized trades, withdrawals, login attempts, or identity-related concerns.
The customer is requesting to cancel a pending transaction (e.g., deposit, withdrawal, trade, or transfer) that may still be in process or unsettled.
The customer has reached out multiple times through Intercom without receiving a response or resolution.
This includes follow-ups on open conversations or tickets that have been left unanswered.
The customer cannot access their account, particularly if it prevents them from trading, withdrawing funds, or managing their portfolio.
Includes issues like account lockout, password reset failures, or MFA problems.