Page Comparison

Intake Training

This training session will cover the basics of the claim intake process and how to search for an existing claim.

Session goals:

1. Know how the claim ID is created

2. Understand how to create a fraud claim

3. Understand how to create a non-fraud claim

4. Know how to search for a claim

5. Be familiar with the Case Status and Other Actions area

Back Office #1: Introduction

This training session introduces the Back Office, where analysts will work claims and complete the claim process.

Session goals:

1. Understand how to use the Actions button

2. Know what the Case Assets are

3. Know how to use the various Case Tools

4. Understand the Case Roll Up

5. Understand the Case Tabs

Back Office #2: Pre-Recovery Work

This training session walks attendees through the assignments analysts will work that are considered pre-recovery.

Session goals:

1. Understand how to deal with Authorization Reviews

2. Understand how to complete the Select Transactions assignment

3. Know how to complete the Review Documents assignment

4. Feel comfortable completing the Review New Attachment assignment

5. Understand how to complete the Check for Merchant Credit assignment

6. Know how to complete the Review Withdrawal Request assignment

7. Understand how to complete the Review Re-Open Request assignment

8. Feel comfortable completing the Read New Correspondence assignment

9. Be aware of the Daily Critical assignment work

Back Office #3: Provisional Credit & Initiating Recovery Work

This training session covers the actions users can take with provisional credit as well as the Next Recovery Deadline Assignment Group assignments.

Session goals:

1. Understand how to grant provisional credit and final credit

2. Know why you would pend a dispute at the provisional credit step

3. Understand how to deny the dispute

4. Know how to review recovery options

5. Understand the steps involved with a denial or write off after provisional credit has been issued

6. Understand how to review, execute, and process chargebacks

7. Know to how to complete manual fraud reporting in QFD

Back Office #4: Recovery Work

This training session will focus on the recovery work done in the Later Lifecycle Recovery Assignment Group.

Session goals:

1. Understand how to complete recovery work for Mastercard (if applicable)

2. Understand how to complete recovery work for Visa Fraud claims (if applicable)

3. Understand how to complete recovery work for Visa Dispute claims (if applicable)

Leadership Training

This training session covers topics specific to leadership/managers and the work they will be responsible for in QFD.

Session goals:

1. Understand how to deal with Unworkable Assignments

2. Know how to work Manager Assignments (approvals)

3. Understand how to work with users in the Admin Portal

4. Determine how work assignments will be approached when your portal goes live

Reporting Training

This training session walks attendees through how to use QFD’s out of the box reporting.

Session goals:

1. Understand how to schedule a report

2. Understand how to search and find reports

3. Know which out of the box reports you are most likely to use