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Details |
Goal: 3 days
Work Queue | ReviewFee |
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Overview
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The Review Fee assignment prompts the agent to review a fee identified by the system as potentially applicable to the dispute. The agent will determine if the fee should be refunded in the event the claim is paid.
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How
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-To
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Step 1: Click the Review Fee button.
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| title | Click here to see the expanded assignment... |
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Step 2: Select the correct dispute from the drop-down that is associated with the fee
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| title | Click here to see the disputed transaction selection... |
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Step 3: Determine if the fee is to be refunded or to leave the fee unchanged by selecting an option from the drop-down:
Refund Feewill refund the fee if the claim is paid.
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Discardwill leave the fee unchanged.
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Step 4: Click the Apply button.
Step 5: Click the Process Actions button.
Other Actions
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The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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Mark Assignment As Unworkable
Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck.