Assignment groups organize work that is currently assigned to a user to take action. The Work Management Dashboard breaks down your work by defined Assignment Groups. The Assignment Groups serve as a way to organize critical work, including work approaching regulatory or recovery deadlines, in an effort to prioritize which assignments should be worked. Managers have the ability to add specific Assignment Groups to a user's operator through the Admin Portal. Adding Assignment Groups to an operator will determine what type of work a user pulls when they utilize Get Next Work. Multiple assignment groups can be assigned to an operator, setting priority on the assignments. This ensures when the operator clicks get next work, they are always pulling from the highest priority assignment groups.
Assignment groups exclude system and pending assignment and only include assignments requiring action. Each assignment group is prioritized based on its function.
Daily Critical Assignments
Daily critical assignments Critical Assignments are assignments that have direct impact to customer/members and/or the final institution and need be completed every day. These assignments will generally need to be worked by a user who financial institution. The volume in this Assignments Group should be completed daily. It is recommended that users assigned to this Assignment Group has access to external systems.
The following assignments are included in the Daily Critical Assignments group:
- Account Maintenance Service Failed
- Accounting Exception
- Block and Reissue
- Block Card
- Charge Off Service Failed
- Clear Delinquency
- Clear Delinquency Service Failed
- CRC Service Call Failed
- Exception File Listing Service Failed
- Execute Accounting
- Execute Accounting Service Failed
- Execute Batch Accounting Failed
- Execute Client Mail Service Failed
- Merchant Funds Disbursement
- Record Case Event Failure
- Provide Block Card Prerequisites
- Reissue Card
- Resolve Merchant Accounting
- Set Amount In Dispute
- Set Amount In Dispute Failed
- Update Credit Reporting Status
Daily Maintenance Assignments
Daily maintenance assignments Maintenance Assignments are common assignments that need to be completed everyday. These assignments are fairly straight forward and will be able to be worked by most QFD end users.can be assigned to most QFD users. It is recommended that volume in this Assignment Group is completed Daily.
The following assignments are included in the Daily Maintenance Assignment group:
- Accept Dispute
- Authorization Review
- Check for Merchant Credit
- Enrichment Service Failed
- Execute Accept Dispute Failed
- Execute Enrichment Service Call
- Execute Manual Stop Payment
- Execute Review Fee Call
- External Fee Review
- Fee Retrieval Service Failed
- File Fraud Alert
- High Balance Reporting
- Interest Calculation
- Interest Calculation Service Failed
- Letter Failed To Send
- Manually Enrich Data
- Manually Send Letter
- Merchant Credit Service Failed
- Provide Acquirer Reference Number
- Provide Enrichment Prerequisites
- Provide Required Enrichment Data
- Read New Corr
- Review Documents
- Review Ethoca Merchant Response
- Review Fee
- Review New Attachment
- Review Re-Open Request
- Review Withdrawal Request
- Select Transaction
Final Reg Deadline Assignments
Final regulatory deadline assignments will pull Regulatory Deadline assignments contain all assignments by approaching a final regulatory date. Once something is past the regulatory date it will no longer pull from this assignment group. This assignment group will only pull assignments that are in The volume in this Assignment Group pulls from the primary workflow. (See the exclusion list below) Managers should review the "Dashboard" to insure dashboard daily to ensure all claims that are approaching the final regulatory are reviewed prior to be taken to loss. (Note: The system will issue a loss being taken and QFD issuing a final credit automatically when required.). If an assignment is not completed prior to the final regulatory date, the assignment will be removed from this Assignment Group and can be found in the Past Reg/Recovery Deadline Assignment Group.
High Dollar Assignments
The High dollar assignments is a assignment group that only applies when enabled. A client can configure this to route all claims over a defined amount to this assignment group. When enabled when a claim is over the high dollar threshold no other assignment group can work these assignments.Dollar Assignments group is only available when a client has configured claims over a certain dollar amount to be worked by a specific group. If this setting is enabled, users can be assigned to the high Dollar Assignment Group to work high dollar claim assignments.
Later Life Cycle Recovery Assignments
Later life cycle recovery assignments Life Cycle Recovery Assignments are assignments that occur in the later life cycles of recovery. This assignment group will assignments by the next recovery deadline date. Only the assignments listed below will be pulled in this assignment group. Managers Managers should review the "Dashboard" to insure dashboard daily to ensure all claims that are approaching the association deadline are reviewed prior to losing the ability to pursue recovery.
The following assignments are included in the Later Life Cycle Recovery Assignment group:
- Arbitration
- Arbitration Response Failed
- Case Filing Detail Service Failed
- Case Filing Service Failed
- Execute Arbitration Service Failed
- Execute Case Filing
- Execute Pre-Arb Failed
- Execute PreArb Response
- Execute Withdraw Case Filing Service Failed
- Review Arbitration
- Review Chargeback Response
- Review Collaboration Response
- Review Dispute Response
- Review No Acquirer Response Received
- Review PreArb Response
- Review Representment
- ReviewInboundPrearb
- SI Create Dispute PreArb Response Request Failed
- SI Get Dispute PreArb Details Failed
- Update Case Filing Service Failed
Manager Assignments
Manager assignments will pull The Manager Assignment group contain all approval assignments.
Next Recovery Deadline Assignments
Next recovery deadline assignments will pull Recovery Deadline assignments contain all assignments by approaching the next recovery deadline date. Once something is past the next recovery deadline it will no longer pull from this assignment group. The next recovery deadline date on new disputes is set to the chargeback deadline. Recovery assignments later in the dispute life cycle are excluded in this assignment group and will be pulled by the "Later Life Cycle Recovery Assignments" group. This assignment group will only pull assignments that are in the primary workflow. (See the exclusion list below) Managers should review the "Dashboard" to insure The volume in this Assignment Group pulls from the primary workflow. Managers should review the dashboard daily to ensure all claims that are approaching the association recovery deadline regulatory are reviewed prior to a loss being taken. If an assignment is not completed prior to losing the ability to pursue recovery. next recovery deadline date, the assignment will be removed from this Assignment Group and can be found in the Past Reg/Recovery Deadline Assignment Group.
Non-Regulatory Assignments
Non-regulatory assignments will pull work by Regulatory assignments contain all claims that are not protected by Regulation E/Z and will filter by the oldest claim age. This will help insure Assignment Group ensures line of sight to claims without a regulatory impact will be worked.
Past Recovery/Reg Deadline Assignments
Past Recovery/Reg Deadline Assignments will pull anything that is past both association and regulatory deadlines. Ideally there is nothing in this assignment group but things past association and regulatory deadlines are excluded from the other assignment groups and this group is acting as a fall through.contain any claim assignment past regulatory or recovery timeframe. This Assignment Group will reflect any regulatory or recovery that was not pursued by the established deadline. This assignment group will remain empty if clients are properly managing the Final Regulatory/Next Recovery Assignment Groups.
Provisional Credit Review Assignments
The Provisional Credit Review will pull Assignment Group contains all provisional credit review assignments by pc reg PC Reg deadline date. Managers Managers should review the "Dashboard" to insure all claims that are dashboard daily to ensure claims approaching the pc PC deadline date are reviewed prior to a credit being issued. (Note: The system will issue credit automatically when required.)
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A user can flag any assignment as unworkable which will prevent it from being pulled from any other assignment groups. This should be given to Managers/Experienced users as a secondary assignment group. In the event it cannot be resolved it can be escalated via a support ticket to be reviewed by Quavo.
Exclusion List
The below assignments are excluded from the final regulatory and next recovery date assignments groups because Final Regulatory and Next Recovery Date Assignments Groups as they are not in the primary workflow. These assignments are not directly related to resolving a dispute and are spin off assignments from primary work flow. A example would be "Account Maintenance Service Failed", while this is a important assignment it does not prevent a chargeback from going out and will not prevent a loss due to regulatory timelines expiring.
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