Overview
What are Assignment Groups?
Assignment Groups organize manual user tasks into work baskets. Work baskets are defined by how similar the tasks are to each other and how the tasks support resolution. This enables users to complete work they are familiar with and are skilled at. For example, a user who is an expert at submitting chargebacks would work the Next Recovery Deadline assignment group because the tasks in that group all involve the chargeback process.
How is work prioritized?
User tasks are prioritized by days to act, which means cases that are approaching the next or final deadline will be worked first. The secondary filter is dollar amount, so work is assigned based on how soon the claim will reach the next or final regulatory or association deadline, then by the claim value in dollar amount.
How are Assignment Groups managed?
Users can only work from the Assignment Groups they have available. Managers determine which Assignment Groups their team members can work from. As little as one Assignment Group and as many as all groups can be enabled for each user.
There are Assignment Groups that should not be made available to users. These include the Manager and Unworkable assignment groups.
Assignment Groups
Using the Dashboard Assignment Group drop-down, select and explain each of the following Assignment Groups. Point to the Open Task Summary to connect the task names to their respective Assignment Group.
Daily Critical Assignments
Daily Critical Assignments include failure resolution and exception work. These tasks typically require access to an external system where manual accounting adjustments can be made, and cards/accounts can be closed and reissued/reopened.
have a direct impact to customers/members and/or the financial institution. The volume in this assignment group should be completed daily.
Daily Maintenance Assignments
Daily Maintenance Assignments are common assignments that can be assigned to most users. These assignments do not require an investigation. The volume in this assignment group should be completed daily.
Provisional Credit Review Assignments
The Provisional Credit Review Assignment Group contains all reg-bound provisional credit review assignments and the tasks are organized by the regulatory deadline. Managers should review the dashboard daily to ensure claims approaching the PC deadline are reviewed prior to a credit being issued. Note: QFD will issue credit automatically when required.
Next Recovery Deadline Assignments
Next Recovery Deadline Assignment Group contains all assignments approaching the next recovery deadline date. The volume in this group pulls from the primary workflow. Managers should review the dashboard daily to ensure all claims that are approaching the association recovery deadline are reviewed prior to a loss being taken. If an assignment is not completed prior to the next recovery deadline date, the assignment will be removed from this assignment group and can be found in the Past Reg/Recovery Deadline Assignment Group.
Later Life Cycle Recovery Assignments
Later Life Cycle Recovery Assignments are assignments that occur in the later life cycles of recovery including post-chargeback events. Managers should review the dashboard daily to ensure all claims that are approaching the association deadline are reviewed prior to losing the ability to pursue recovery.
Final Reg Deadline Assignments
Final Regulatory Deadline assignments contain all assignments approaching a final regulatory date. Because this assignment group reflects all tasks, users who work in this group must be trained to work all assignments. The volume in this group is assigned by how soon the regulatory deadline will be reached and then by the claim amount. Managers should review the dashboard daily to ensure all claims that are approaching final regulatory deadlines are reviewed prior to a loss being taken. If an assignment is not completed prior to the final regulatory date, the assignment will be removed from this group and can be found in the Past Reg/Recovery Deadline Assignment Group.
Past Recovery/Reg Deadline Assignments
Past Recovery/Reg Deadline Assignment Group contains any assignment that has past the regulatory or recovery timeframe. Because this assignment group reflects all tasks, users who work in this group must be trained to work all assignments. This assignment group will remain empty if clients are properly managing the Final Reg Deadline and Next Recovery assignment groups.
High Dollar Assignments
The High Dollar Assignments group is only available when a client has configured claims over a certain dollar amount to be worked by a specific group. If this setting is enabled, users can be assigned to this group to work high-dollar claim assignments. Because this assignment group reflects all tasks, users who work in this group must be trained to work all assignments. This is a configurable assignment group so you may not see it in your portal. Defer to your configurations to know if this group is present.
Non-Regulatory Assignments
Non-Regulatory Assignment Group contains all claims that are not protected by Regulation E/Z and will filter by the oldest claim age. This assignment group ensures a line of sight to claims that don't have regulatory requirements. Because this assignment group reflects all tasks, users who work in this group must be trained to work all assignments. This is a configurable assignment group so you may not see it in your portal. Defer to your configurations to know if this group is present.
