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User Access
Agents can access QFD through a link in their customer service tool (CST). An agent will be assigned to a workgroup, based on their profile settings. An agent can access the user profile and view the workgroup assignment(s).
In the top right corner of the QFD screen, the agent will see a colored circle with the agent's initials. Clicking on that circle will allow the agent to access their profile. In the bottom right-hand corner of their profile, they can see what team(s) they are a part of in the QFD system. The assigned workgroup(s) will help to ensure that an agent only receives work items aligned to their skills. If you experience an issue with access, please reach out to your manager.
Get Next Work
When an agent is ready to begin claim work, they will click on the Get Next Work button located in the top left corner of the QFD screen. When an agent clicks the button, they are served the next most urgent assignment in the work queue(s). This is based on the workgroup they are assigned.
Urgency
Assignments in QFD are prioritized and presented to agents based on their urgency. Assignment urgency is calculated for each claim throughout the day based on the following factors: claim age, regulation dates, recovery deadlines, claim amount, and assignment. Agents should always get the work assignments through the Get Next Work which will help ensure that the agent is working on the most critical items next.
Case Roll-Up
The case rollup is displayed at the top of the screen when viewing a case and provides agents with a visual indication of where the case is at in the lifecycle and what steps require action if any.
There are various icons to the left of the case steps, which indicate the action that has been taken or the action that needs to be taken to move the claim through each stage. Provided below is a legend for each of those icons.
Any items with the play or red play icon require an agent to take action to complete.
| Icon | Description | Meaning |
|---|---|---|
| Green Checkmark | A step that has the green checkmark next to it means that the step has been completed. |
| Play Icon | This icon shows a strep that requires an agent to review and take action on this step. |
| Red Play Icon | Similar to the play icon, this step requires an agent to review and take action. It is red because the step is past its deadline goal. |
| Double Triangle Play Icon | This step contains the assignment selected by Get Next Work. Can either be ready (navy double triangle) or urgent (red double triangle) work. |
| Gray Clock | This icon shows steps that are pending completion by QFD. No agent action is needed for this step. |
| Yellow Triangle Attention | This icon is displayed next to the open regulation deadline for a claim in the Case Details section. |
The Case Roll-Up includes the following stages, which we go into more detail below.
Collect Stage
The Collect stage houses the information that we captured during claim intake. This includes:
- Dispute Reason – Claim Reason and Type selected at intake.
- Dispute Transactions – The transaction(s) that were originally disputed in the claim.
- Claim and Dispute Details – The original questionnaire was filled out through claim intake. The questionnaire can be updated through the Questionnaire Case Tab.
- Summary – This is the summary screen in intake that shows the correspondence channel and where the first letter was sent to. It also has a list of the disputed transactions.
- Confirmation – This is the last screen displayed through claim intake. It shows the “What happens next” steps provided to the cardholder at the completion of intake.
Enhance Stage
The Enhance stage is the first point where actions are taken in the back office once the intake process is completed. This stage consists of the following steps:
- Initialization – The first step in the back office. Each transaction that was disputed has an individual dispute created under the claim. This process is automated by QFD.
- Authorizations – This step houses the disputed pending transactions, waiting for them to post to the account for further investigation. If after the allotted pend time, the transaction has not posted to the account, the pending transaction will be closed out automatically. This step is automated but may need manual review for any failures.
- Enrichment –The enrichment step is where we reach out to the association to get the dispute transaction details. This step is automated through Visa and MasterCard but may require manual review for other networks.
- Documentation – This stage shows if we have any outstanding documentation requirements for the claim. If documents are received, a manual review will be required to confirm they are valid.
Analyze Stage
The Analyze stage is where the agents will take the majority of their actions within QFD. This stage can also have automation points in certain areas that will be called out in the specific flows. This stage consists of the following steps that can be taken:
- Provisional Credit – The purpose of the provisional credit step is to review the case prior to issuing a credit to the cardholder’s account. This step is used to ensure that cases that require a provisional credit are given the right prioritization. Some programs may choose to give provisional credits automatically and some may not. If the program does not qualify for automation, a manual review would be required by the agent. (Click here for a step-by-step overview of the Provisional Credit workflow.)
- Investigation - The purpose of the investigation task is to allow the agent a central location to collect and keep all compelling evidence that will assist in their claim decision. (Click here for a step-by-step overview of the Investigation workflow.)
- Fees - The purpose of the fees step is to allow the agent a chance to review any fees that may need to be refunded as part of the investigation. This step will be automated and only require a manual review for exceptions. If an error is found, regulations require that the issuer must refund any fees that may have been charged to the cardholder's account around the time of the dispute. (Click here for a step-by-step overview of the Fees workflow.)
- Interest – The purpose of the interest step is to allow the agent the chance to review an interesting bearing account and refund any interest charges that were caused by the transactions in dispute. This step would display only for claims where this is applicable.
- Disposition - The purpose of the disposition step is for the agent to determine if recovery will be attempted and, if so, what recovery reason code will be used. The agent can choose not to pursue recovery if it is determined that an error did not occur, which would result in a pay/deny decision. There are other actions available (three dots to the right of the assignment button) if more information is needed to complete the case. (Click here for review options an agent can take through the Disposition workflow.)
- Responses – The purpose of the responses step is to alert the investigating agent that there is information from the cardholder that needs to be reviewed. This step will require a manual review by the agent. (Click here for a step-by-step overview of the Responses workflow.)
Execute Stage
The Execute stage is where the actions taken on the case are a result of the analysis completed in the Analyze stage. These actions can also be completed based on automated calls to external systems. The following steps are completed through the Execute stage:
- Recovery – The recovery step is used to complete the chargeback process with the financial association. This step will be automated through Visa and Mastercard but will require manual action for other networks.
- Accounting – The accounting step is used to complete the accounting between QFD and the system of record. This step is automated through QFD.
- Account Maintenance – The account maintenance step is used to complete account updates between QFD and the system of record. The most common example of the task completed here is the block/reissue step for fraud cases. This step is automated through QFD.
- Fraud Reporting – The fraud reporting step is used to complete the required fraud reporting prior to completing the chargeback. This step will be automated through Visa and Mastercard but will require manual action for other networks.
- Notifications – The notifications step is used to show outstanding correspondence tasks. This step will be automated and only require manual action for failures.
Resolve Stage
The Resolve stage is the last step in the claim. This is updated to show once a claim decision has been reached. This step is automated once the resolution decision has been made.
Video Walkthroughs