1: Back-office Agenda

Owned by Kristafanie Somers
Last updated: Aug 08, 2024 by Jeanette Maack
3 min read

Overview

We recommend delivering a blended learning approach that includes PowerPoint decks, e-training modules, and practice in a simulated environment. Combining these three modalities creates a personalized, effective educational experience. To successfully provide a blended learning approach, a library of PowerPoint decks, facilitator guides, published e-trainings, and user access to the staging environment is needed.

Quavo has a small but growing library of learning material to support our clients' training efforts. Please reach out to the Quavo training team if there is learning material that must be created for your firm's internal training plan.






Agenda

The following agendas include QFD-only modules. Edit this agenda and add firm-specific modules where needed. 

Depending on business needs, not all analysts will work in all assignment groups. Adjust the training agenda to meet the learners’ roles and the work they’re expected to do.
Notes: “AG” is an initialism for “Assignment Group", "FG" is an initialism for "Facilitator Guide".

Back-office

Modules

Topics

FG

Modality

Intro to Back-office


  • Tour the homepage
  • Glance at Assignment Groups
  • Explore the dashboard
  • Learn how work is assigned

N

e-Training

Back-office Module 1

  • Tour the homepage
  • Glance at Assignment Groups
  • Explore the dashboard
  • Learn how work is assigned
  • Know about the claim lock and search bar

N

e-Training

Back-office Module 2

  • Be familiar with the Actions menu
  • Know what actions are available and how they impact the claim
  • Define final decisions and terminology

N

e-Training

Back-office Module 3

  • Explain the Case Assets section
  • Know what can be actioned
  • Learn how to add, remove, and view documents on the case

N

e-Training

Back-office Module 4

  • Explore the tools available to analysts
  • Know how to access prior communication
  • Be familiar with posting notes
  • Understand how to search for transactions and related cases

N

e-Training

Back-office Module 5

  • Define the Case Roll-up
  • Learn about the nodes and what work happens in each one

N

e-Training

Back-office Module 6

  • Know about the Case Tabs and what information is available in each
  • Understand the purpose of each tab

N

e-Training

Back-office Portal Exploration

  • Provide users with the necessary data to find claims
  • Give users practice scenarios

Y

Staging environment

Intro to Casework

  • Refresh the homepage and dashboard
  • Define the Assignment Groups
  • Learn how work is assigned
  • Discuss the Other Actions menu options

N

e-Training

Back-office Module 7

  • Refresh the homepage and dashboard
  • Define the Assignment Groups
  • Learn how work is assigned

N

e-Training

Intro to Assignment Groups

  • Understand all relevant Assignment Groups
  • Know how work in Assignment Groups are prioritized

WIP

PowerPoint

Back-office Module 8

  • Define the Daily Maintenance AG
  • Learn how to complete the Authorization Review, Check for Merchant Credit, and Enrichment tasks
  • Know how to complete document reviews and inbound communication tasks 

N

e-Training

Casework Practice

  • Walk through completing Daily Maintenance assignments
  • Provide users with practice claims that include various situations

Y

Staging environment

Back-office Module 9

  • Define Initial Review AG
  • Know how to make final decisions on the dispute (pay and deny)
  • Understand the pend function

N

e-Training

Casework Practice

  • Walk through completing the Initial Investigation assignment
  • Provide users with practice claims that include various situations
  • Explore the Other Actions options
  • Cover firm-specific best practices

Y

Staging environment

Back-office Module 10

  • Define the Next Recovery Deadline AG
  • Learn how to complete assignments in the Disposition, Recovery, and Fraud Reporting nodes

N

e-Training

Casework Practice

  • Walk through completing the Next Recovery Deadline assignments
  • Provide users with practice claims that include various situations
  • Explore the Other Actions options
  • Cover firm-specific best practices

Y

Staging environment

Back-office Module 11

  • Define the Late Lifecycle Recovery AG
  • Learn how to complete post-chargeback assignments

N

e-Training

Casework Practice

  • Walk through completing the Late Lifecycle Recovery assignments
  • Provide users with practice claims that include various situations
  • Explore the Other Actions options
  • Cover firm-specific best practices

Y

Staging environment