Overview
Assignment groups are defined on the operator. These can be managed in the QFD admin portal. assigned at the user level by those with Admin Portal access. Work can be segmented by Claim Reason Type (Fraud, ATM, Dispute, etc.), Claim Type (ACH, Card, Wire, etc.), and Assignment Group itselfGroups. A user is defined must have a primary default assignment group selected which is the default selection assignment group the user defaults to when they sign in but can be assigned additional . Users can have as many or as little assignment groups selected. User Users are able to select between any assignment group they're assigned on their operator to change which group work is being pulled from.
Definitions
Claim Reason Type
ATM: The accountholder's deposit posted for the wrong amount, did not post at all, or the accountholder received an incorrect amount from an ATM withdrawal.
Questionnaire link
Authorization: An internal-only dispute reason used when a merchant failed to obtain proper authorization before settling a transaction. Used as a means of recovery. If the accountholder is notifying the FI of a dispute, this reason is never applicable.
Dispute: This claim reason largely covers non-fraud scenarios for card transaction types including POI errors and merchandise/service-related issues.
Questionnaire link
Fraud: Unauthorized transactions were placed on the account. This applies to all transaction types.
Questionnaire link
Identity Theft: The accountholder has experienced an account-takeover situation wherein unauthorized changes were made to their account or an individual is reporting that they did not apply for the account and that the application was submitted by a fraudster.
Questionnaire link
Incorrect: The accountholder reports that an authorized transaction is incorrect including (but not limited to) the incorrect date, amount, or payee. This reason applies to non-card transactions.
Missing: The accountholder reports a missing deposit. This applies to non-card transactions.
Not Recognized: A specific recovery option as a part of a fraud claim. Include this selection for fraud analysts.
Revoked: The accountholder authorized a recurring charge in the past but has since revoked their authorization.
Questionnaire link
Claim Type
ACH: Credits or debits made using the account information.
ATM Deposit: The accountholder deposited funds to an account using an ATM.
ATM Withdrawal: The accountholder withdrew funds from .
an ATM.
Card - Pinless: A charge was made to the account using the card information without needing the cardholder's pin.
Card - Pinned: A charge was made to the account using the card information and the cardholder's pin.
Check: Credits or debits made using a physical or electronic check.
P2P: A peer-to-peer transaction occurs when an accountholder pays another accountholder directly using an electronic payment system such as Zelle.
Unknown: The claim type is not defined because a disputed transaction was not selected. This is commonly seen in ATO and fraud application scenarios.
Wire: Transactions made when the accountholder transfers funds electronically using their bank or a nonbank merchant.