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Assignment groups are 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 Groups. A user must have a default assignment group selected which is the assignment group the user defaults to when they sign in. Users can have as many or as little assignment groups selected. Users are able to select between any assignment group they're assigned to change which group work is being pulled from.
Definitions
Claim Reason Type
Card Claim Reason Type
The below claim reason types apply to card disputes:
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Claim Type
Claim type is derived by from the transactions within the claim.
- 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: When a an ATO (Account Take Over) claim is taken it is assigned this claim type.
- 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.
- Real Time Payments: Real-time payments (RTP) are payments made between bank accounts that are initiated, cleared, and settled within seconds, at any time of the day or week, holidays and weekends included.
- Unknown: This is the fall-through claim type and generally will not apply to clients.
- Wire: Transactions made when the accountholder transfers funds electronically using their bank or a nonbank merchant.
- Zelle: Is a A type of peer-to-peer transaction that occurs when an accountholder pays another accountholder directly using an electronic payment system.
Account Type
Account type is set based on the type of account the disputed transaction was process processed on. This setting is primarily used to split card disputes by Credit Card and Debit Card.
- Credit Card: This is a credit card.
- Deposit: This is a deposit account.