Overview
In this stage, we’ll identify the account holder and select the account used in the disputed transactions. QFD completed a live call to the system of record to obtain this data, so know that QFD will always get the most up-to-date account holder details. It’s important to know that only one account can be used per claim, so additional claims will need to be made if the account holder is disputing transactions on multiple accounts.
How-To
Step 1: Identify the customer
Select a search option from the drop-down. Review all of the search options with the learners and discuss how to obtain these data points from another system. Search options vary by client, so familiarize yourself with your firm's inquiry options.
Enter the datum in the field below, then click the Search button.
Click on the correct account holder then click the Continue button.
If the account holder is not located, click the Change search criteria button to return to the account holder search screen. Complete a new search to locate the account holder.
Step 2: Select the account
QFD will present all accounts belonging to the account holder. This includes open and closed accounts. Select the account to which the dispute transactions are posted then click the Continue button.
If the account is not located, it may not be an account type that’s supported by QFD. It’s important to know which types of accounts are supported by QFD (personal savings accounts, money market accounts, etc.) to ensure we’re using the right system to capture the claim. If the account is supported by QFD but cannot be located, escalate to leadership as this may be a technical bug.
Other Functions
The Back and Cancel buttons enable users to return to the prior screen or withdraw the claim respectively.
Back button
To move to a prior screen, click the Back button. The Back button allows the user to return as far back as the account holder search screen.
Claim withdrawal
To withdraw the claim at any time, click the Cancel button then complete the required fields on the next screen. These fields vary by client so familiarize yourself with the client’s preferences.
Click the No button to return to the claim creation process. Click the Yes button to complete the case withdrawal.
Abandoned claims
The claim status will reflect as Abandoned when an claim is initiated but not completed after a certain duration. The duration is configurable, but the default is set to eight hours. Defer to your firm's configuration to know how long a claim will remain open before it's reflected as Abandoned.
Managers can access the Abandoned Claims report to view a list of abandoned claims, the selected account holder, and the user who initiated the claim.
Abandoned claims may create a manual assignment for back-office users. This is configurable so defer to your firm's configuration to know if the back-office team will need to know how to complete this task.
