2: Back-office Training Prep Work

Overview

To provide a seamless training experience that allows learners to focus only on relevant content, we must prepare by confirming system access, creating examples, and crafting supporting documents that promote our success. 

Checklist

Below is a checklist that includes the minimal actions needed to facilitate back-office training. There may be internal tasks that must be considered. 

• Gain access to the staging environment
  
  
• Create a back-office user profile
  Access group: User
  Update the Work tab to use Assignment Groups
  
  
• Ensure the learner group has correct access to QFD
  
  
• Retrieve test accounts by reaching out to internal tech partners or review the existing claims in the staging environment
  
  
• Determine how many claim examples you will use in training
  1. Consider how many training sessions you'll need to complete and the audiences (fraud team and dispute team, credit team and debit team, etc.)
  2. Will you create a few claims and process them from start to finish in front of the learner group or will you create a claim for each assignment? 
  
  
• Create sample claims for back-office overview training
  
  • Open Fraud - Card Secure
  • Open Dispute - Quality
  • Open Dispute - Credit Posted as Debit
  • Paid Dispute - Cancelled Recurring
  • Denied Fraud - Card Secure
    
    
• Create sample case work claims for assignment training
  
  
• Action the claims so you can walkthrough key assignments 
  
  
• Study this training guide and synthesize its content into your learning plan