To provide a seamless training experience that allows learners to focus only on relevant content, we must prepare by confirming system access, creating examples, and crafting supporting documents that promote our success.
Checklist
Below is a checklist that includes the minimal actions needed to facilitate back-office training. There may be internal tasks that must be considered.
Gain access to the staging environment
Create a back-office user profile following the instructions here Access group: User Update the Work tab to use Assignment Groups
Ensure the learner group has correct access to QFD
Retrieve test accounts by reaching out to internal tech partners or review the existing claims in the staging environment
Determine how many claim examples you will use in training 1. Consider how many training sessions you'll need to complete and the audiences (fraud team and dispute team, credit team and debit team, etc.) 2. Will you create a few claims and process them from start to finish in front of the learner group or will you create a claim for each assignment?
Create sample claims for back-office overview training
Open Fraud - Card Secure
Open Dispute - Quality
Open Dispute - Credit Posted as Debit
Paid Dispute - Cancelled Recurring
Denied Fraud - Card Secure
Create sample claims for assignment work training
Action the claims so you can walkthrough key assignments Mastercard Visa
Study this training guide and synthesize its content into your learning plan
