Assignment Group Management

Overview

Assignment groups are assigned at the user level by those with Admin Portal access. Work can be segmented by Claim Reason Type (Fraud, ATM, Dispute, etc.), Claim Type (ACH, Card, Wire, etc.), and Assignment Groups. A user must have a default assignment group selected which is the assignment group the user defaults to when they sign in. Users can have as many or as little assignment groups selected. Users are able to select between any assignment group they're assigned to change which group work is being pulled from.

Definitions

Card Claim Reason Type

The below claim reason types apply to card disputes:

ATM: The accountholder's deposit posted for the wrong amount, did not post at all, or the accountholder received an incorrect amount from an ATM withdrawal.
Authorization: An internal-only dispute reason used when a merchant failed to obtain proper authorization before settling a transaction. Used as a means of recovery. If the accountholder is notifying the FI of a dispute, this reason is never applicable.
Dispute: This claim reason largely covers non-fraud scenarios for card transaction types including POI errors and merchandise/service-related issues.
Fraud: Unauthorized transactions were placed on the account.
Identity Theft: The accountholder has experienced an account-takeover situation wherein unauthorized changes were made to their account or an individual is reporting that they did not apply for the account and that the application was submitted by a fraudster.

Non-Card Claim Reason Type

The below claim reason types apply to non-card disputes:

Account Merchandise Service: The accountholder reports that there was an issue with the merchandise or service they were charged for.
Balance Transfer: The accountholder reports an issue with a balance transfer or an unauthorized balance transfer.
Bill Pay: The accountholder reports an issue with a bill pay transaction or an unauthorized bill pay transaction.
Convenience Check: The accountholder reports an issue with a convenience check or an unauthorized convenience check.
Incorrect: The accountholder reports that an authorized transaction is incorrect including (but not limited to) the incorrect date, amount, or payee.
Missing: The accountholder reports a missing deposit.
Not Recognized: Unauthorized transactions were placed on the account.
Revoked: The accountholder authorized a recurring charge in the past but has since revoked their authorization.

Claim Type

Claim type is derived from the transactions within the claim.

ACH: Credits or debits made using the account information.
ATM Deposit: The accountholder deposited funds to an account using an ATM.
ATM Withdrawal: The accountholder withdrew funds from an ATM.
Balance Transfer: The accountholder initiated a transfer from their credit card balance to their account or a different credit card.
Bill Pay: The accountholder made a payment using their bank's bill pay service
Card: When an ATO (Account Take Over) claim is taken it is assigned this claim type.
Card - Pinless: A charge was made to the account using the card information without needing the cardholder's pin.
Card - Pinned: A charge was made to the account using the card information and the cardholder's pin.
Check: Credits or debits made using a physical or electronic check.
Convenience Check: The accountholder made a payment using a check provided by their credit card provider
P2P: A peer-to-peer transaction occurs when an accountholder pays another accountholder directly using an electronic payment system.
Real Time Payments: Real-time payments (RTP) are payments made between bank accounts that are initiated, cleared, and settled within seconds, at any time of the day or week, holidays and weekends included.
Unknown: This is the fall-through claim type and generally will not apply to clients.
Wire: Transactions made when the accountholder transfers funds electronically using their bank or a nonbank merchant.
Zelle: A type of peer-to-peer transaction that occurs when an accountholder pays another accountholder directly using an electronic payment system.

Account Type

Account type is set based on the type of account the disputed transaction was processed on. This setting is primarily used to split card disputes by Credit Card and Debit Card.

Credit Card: This is a credit card.
Deposit: This is a deposit account.

How To

Step 1: Access the Admin Portal

Launch the Manager portal then select Administrator Portal from the Switch portal menu under your initials

Step 2: Access the Users tab

Click on the Users tab then select List/Modify Users

Step 3: Select the desired user

Click on the desired user from the user list.

Step 4: Access the Work tab

Click on the Work tab.

Step 5: Update the Work Routing to Assignment Group

A default Workgroup must be selected, then click the Assignment Group button to adjust the work routing method.

Step 6: Update the Claim Reason Type, Claim Type, and Account Type

Check the boxes next to the Claim Reason Types, Claim Types, and Account Type(s) the user will have access to work.

Step 7: Update the Assignment Groups and select a default

Check the box next to the Assignment Groups the user will have access to work from.

Click the radio button under the Default column to select a default Assignment Group, which determines the Assignment Group that will be displayed whenever the user logs in.

Step 8: Save

Click the Save button

Ensure the user logs out and then logs back in to see the changes

If their view doesn't update, have the user clear their browsing data