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ResearchClaim
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Details
SLANone
Work QueueResearchClaim
Work Group
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Description

Excerpt

Claim that  is accepted as fraudulent. Customers are not responsible for the payment reported.

This assignment is generated when a fraud application claim is processed and prompts the user to make a Paid or Denied decision.

SLA

Deadline: 10 Days

Assignment Group

Final Investigation

Overview

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Fraud Application claims have a unique workflow that prompts the user to make a Paid or Denied decision on the case.  Depending on their decision, the user will be prompted to send an appropriate letter.  Optionally, the user may adjust the claim amount to align with the fraudulent account balance.  This amount is used for reporting only.

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How-To

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Step 1: Click the Research Case button

Step 2: Adjust the amount of the claim in the ClaimAmount field if needed. This field defaults to the account balance.

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Step 3: Select either Paid or Denied under “Case research resulted in:” to apply a final decision to the claim

Step 4: Check the box next to “I confirm that this dispute has been resolved and the actions taken fulfill regulatory requirements”

Step 5: Determine if the final letter should be sent under the Send Letter: drop-down