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 assignments and only
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Daily Critical Assignments
Daily Critical Assignments are assignments that have a direct impact on customers/members and/or the financial institution. The volume in this Assignments Group should be completed daily. It is recommended that users assigned to this Assignment Group have 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
- Letter Failed to Send
- 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 are common assignments that can be assigned to most QFD users. It is recommended that the 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
- Manually Enrich Data
- Manually Send Letter
- Merchant Credit Service Failed
- Orphan Email Review
- 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 contain all assignments approaching a final regulatory date. This assignment group prioritizes by how soon claims will reach the regulatory deadline and then by the claim amount. 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 final regulatory are reviewed prior to 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
This setting allows the segregation of work based on a defined amount threshold. One of the following settings can be applied to individual users:
- Works Only High Dollar - Users will only see and work assignments on claims with an amount that is greater than, or equal to, the defined threshold.
- Works High Dollar and Low Dollar - Users will only see and work assignments on claims with an amount that is less than the defined threshold.
- Works Only Low Dollar - Users will only see and work assignments on claims above the threshold.
Later Life Cycle Recovery Assignments
Later Life Cycle Recovery Assignments are assignments that occur in the later life cycles of recovery. This assignment group prioritizes by how soon disputes will reach the association deadlines and then by the dispute amount. Managers should review the 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
The Manager Assignment group contain all approval assignments.
Next Recovery Deadline Assignments
Next Recovery Deadline assignments contain all assignments approaching the next recovery deadline date. The volume in this Assignment Group pulls from the primary workflow. This assignment group prioritizes by how soon disputes will reach the association deadlines and then by the dispute amount. 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 the 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 contain all claims that are not protected by Regulation E/Z and will filter by the oldest claim age. This Assignment Group ensures a line of sight to claims without a regulatory impact.
Past Recovery/Reg Deadline Assignments
Past Recovery/Reg Deadline Assignments 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 Assignment Group contains all provisional credit review assignments by the PC Reg deadline date. Managers should review the dashboard daily to ensure claims approaching the PC deadline date are reviewed prior to a credit being issued. (Note: The system will issue credit automatically when required.)
Unworkable Assignments
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 as they are not in the primary workflow. These assignments are not directly related to resolving a dispute and are spin-off assignments from the primary workflow. An example would be "Account Maintenance Service Failed" assignment. While this is an 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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