Assignment Groups

The dashboard breaks down your work by Assignment Groups. Assignment groups organize critical work including work approaching regulatory or recovery deadlines. Tasks are prioritized by days to act which means cases that are approaching the next or final deadline will be worked first. 
Managers can add specific assignment groups to a user's profile through the Admin Portal which determines the work the user is assigned when they use the Get Next Work button. Multiple assignment groups can be added to the user's profile.

Assignment groups exclude system processing tasks and pending assignments. Assignment groups only include tasks that require action.

Primary Workflow 

The recovery path includes several assignments from the following Assignment Groups:

1. Daily Maintenance
2. Initial Review
3. Next Recovery Deadline
4. Later Lifecycle

Because tasks in these groups are a part of the recovery path, we refer to these groups as the Primary Workflow.

Flow

Tasks in the Daily Maintenance and Initial Review groups that are not completed by their deadline will move to the Next Recovery Deadline group. 

Tasks in the Next Recovery Deadline and Later Lifecycle groups that are coming up on their final deadline will move to the Final Investigation Deadline group. 

Tasks in the Final Investigation Deadline group that are not completed by the final deadline will move to the Past Recovery/Reg Deadline group. 

Assignment Groups 

Daily Critical Assignments

Daily Critical Assignments have a direct impact to customers/members and/or the financial institution. The volume in this assignment group should be completed daily. It is recommended that users assigned to this group have access to external systems where they can complete accounting adjustments and close/reissue the card.

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. 

Initial Review Assignments

The Initial Review Assignment Group contains reg-bound provisional credit work 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. This includes work from the Daily Maintenance and Initial Review assignment groups, as well as chargeback tasks. 

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 Investigation Deadline Assignments

Final Investigation Deadline assignments contain all assignments approaching a final regulatory date. Because this assignment group reflects tasks from all Assignment Groups, 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.

Manager Assignments

The Manager Assignment Group contains all approval assignments, where enabled. 

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.

Unworkable Assignments

A user can flag any assignment as unworkable which will prevent it from being pulled from any other assignment groups. This group should be assigned to managers or experienced users as a secondary assignment group. If it cannot be resolved, it can be escalated via a support ticket to be reviewed by Quavo.

Exclusion List 

The below assignments are excluded from the primary workflow, meaning that these tasks are not a part of the recovery path. These assignments are not directly related to resolving a dispute and are spin-off assignments from the primary workflow. 
An example is the Account Maintenance Service Failed assignment. While this is an important assignment it does not prevent a chargeback from going out and will not prevent a loss due to regulatory timelines expiring.