Back Office Training

Overview

Back-office training boasts a robust curriculum that is designed to foster practical system knowledge and assignment work experience. The claim page houses many useful tools and provides a wealth of data, much of which is necessary for recovery actions. The documentation here focuses on how QFD works and does not explore firm-specific procedures, such as how to complete a fraud investigation or what system to use to make a manual accounting adjustment. Be familiar with your firm's procedures for analyst work. Pair internal procedures with QFD know-how to deliver the best learning experience.

Analysts have the critical job of reviewing the disputed activity and pursuing recovery or making pay or deny decisions. QFD will attempt to automate as much of the claim-processing workflow as it can. Should QFD be unable to complete a task on its own, it will create a manual user assignment. The following documentation will explain how analysts retrieve and complete manual user work.

Back-office users process claims to its final resolution and can submit new claims following the same experience as intake users.

Training Tips

System training can be a formidable lift, more so for a platform as dense and compliance heavy as QFD. Rest assured QFD has regulatory and association timers built-in to support compliance. We recommend understanding how and why QFD completes its processes. Knowing the context will allow to better explain the workflow and encourage critical thinking amongst the learner group.

To improve adoption, allow the learner group to engage with the staging environment on their own. Reading articles and watching demos is valuable method of introduction, but experience is the best teaching tool for new systems. We'll provide recommended practices throughout.

Use job aids, articles, and other resources to enhance the user experience, not to drive the learner group's understanding.

Sections

Firm-specific Procedures

The table below lists procedures that vary by client. Although we can consult and share best practices, drafting and enforcing these procedures are ultimately left to the client.

Detail	Summary	Applicable Assignments
Write-off Threshold	The highest amount that an analyst can pay without having to investigate further. Typically, this amount matches the auto-pay amount.	Initial Investigation Disposition Case
Pre-arbitration Threshold	The minimum amount an analyst can pursue pre-arbitration. Some clients have this amount set to $25 or $50.	Review Representment Review Inbound Pre-arbitration Review Alt Network Chargeback Response
Statement Send Date	The day(s) the client makes the statement available to the account holder.	Disposition Case Reclassifying the Case
Statement Channel	The possible channels in which an account holder can receive their statement (mailed/electronically).	Disposition Case Reclassifying the Case
Fraud Investigation	The steps an analyst takes to complete a fraud investigation to determine if true fraud has occurred.	Initial Investigation Disposition Case
Chargeback Rights Review	The steps an analyst takes to determine if chargeback rights exist.	Initial Investigation Disposition Case
Merchant Response Review	The steps an analyst takes to determine what to do next when reviewing recovery documents.	Review Representment Review Inbound Pre-arbitration Review Alt Network Chargeback Response
Inbound Communication Transfer Guidelines	Define when an analyst should transfer the Read New Correspondence assignment (accountholder emails QFD) to a different team.	Read New Correspondence
Preferred Deny Debit Delay	The number of days an analyst should set the deny debit date.	Initial Investigation Disposition Case Final Investigation Enrichment
Compliance Training	Regulatory and Association requirements, deadlines, and other considerations that impact the user’s work.	All
Quality Assurance Reviews	The process by which an analyst’s work is scored.	All
External Systems	How and when to use external systems and which assignments may require their use, including alternate network case filings, accounting failures, and transaction searches.	All
Pend Timeframe	How long should analysts apply the pend timeframe to the dispute and under what conditions should a pend status be applied.	All
Notes Guidelines	Guidelines on when to notate, what language is acceptable, common abbreviations, and note visibility.	All
Document Guidelines	How to handle irrelevant/inappropriate documents, naming convention for uploaded documents, and document visibility.	All