Support matrix
Your responsibilities
You are responsible for handling all aspects of your end-user customer support:
Customer service
- All nested customer enquiries (your customers)
- All customer service requests
- Customer complaints
- General troubleshooting
Account management
- Savings account questions
- Account balance enquiries
- Interest rate enquiries
- Withdrawal and deposit support
- Refund requests
- Account setup and onboarding
- Account closure requests
- Statement requests
User support
- Login and password help
- Product education
- Terms and conditions
- Transaction disputes
- Basic payment queries
- First-line technical support
Griffin support responsibilities
Griffin provides support directly to you (not your end users) for specific technical and operational issues:
Technical support
- Technical issues/queries (platform access/bugs/documentation)
- Platform access support
Payment operations
- Payment investigation queries (payment evidence, missing payments, credit payment recoveries)
Compliance & security
- Freezing accounts—contact support@griffin.com for any accounts you wish to have frozen
- Onboarding reach outs for manual reviews—Griffin's dedicated team will contact you if further information is needed to proceed with an application
- KYC/AML compliance actions—Griffin will freeze accounts if contacted about fraudulent activity and will always work together with you on AML investigations
Business support
- Commercial or contract questions
- Feedback for Griffin platform
Key principles
Nested customer support: You handle 100% of all nested customer enquiries. Griffin does not provide direct support to end users.
Griffin support scope: Griffin only supports you with platform, compliance, and commercial issues.
What this means for your team
Your responsibility:
- Complete customer service operation for all end users
- Handle 100% of banking and account related enquiries
- Provide first line support for all issues
- Manage entire customer relationship
Griffin provides to you:
- Technical support when you can't resolve issues
- Payment investigations for complex cases
- KYC/AML compliance actions—In the event Griffin is contacted with concerns for fraudulent activity on an account, they will place a freeze on the account and always contact you to work together if accounts need freezing for AML reasons or further investigation is required
- Platform access support
- Feedback channel for platform improvements
Useful information
Contact Griffin support:
- Email: support@griffin.com
- Use your dedicated Slack channel
Helpful resources: