CTR
Where can you get the proxy from on CTR?
Concern Details and Comments
What do we use Wadworth for?
To view claims attached to our complaints.
What is the call recording disclosure?
This call may be monitored AND recorded.
What's the difference between Acct history and Notes on PAS?
Printable Version
What date will we put as the resolution date?
The date the case is being closed (the day you're doing it)
What goes first in our notes when submitting a resolution?
Complaint Resolution Team
What does the Reg E10 title mean in Wadworth?
The Provisional Credit Deadline
How many days do we have resolve a complaint?
3 days
If the proxy is not on the complaint, how can you pull the PAS acct?
Full name, email, pn #, address
What does it mean when status says Pending- Related System?
There was another system used to resolve the issue. i.e. PAS, Wadworth, PIX
What do you do before you click submit for a Resolution on CTR?
COPY NOTES
What does it mean when the transaction status says Customer-Liable?
Cardholder is responsible, denied as part of the claim
What can happen if a complaint is left unresolved?
Media, Social Media, emails, letters and Legal
How do we know the ch is verified when making an outbound call?
Verified phone number that has been in PAS for 6m or more.
What are the 3 levels for complaint attributes?
Problem Type, Problem Detail and Problem Category
What do we do if the CTR cases are categorized incorrectly?
Do not update, adv Team lead
Can transactions be added once a claim is already filed?
No, a new claim would need to be opened with the claims dept
What do we do if we cannot reach the CH?
Leave a voicemail and document
When would we document in PAS?
When an outbound call is made or anything is done in the acct
What does it mean if there's a green check mark next to RegE10 or RegE45or90?
The decision was made
Where would you find why the complaint was filed in CTR?
Additional Concern Info
Where can you find the exact date and time a claim was created?
Advanced Search
What is the customer service number to leave in outbound calls?
866.692.9374
What date are we looking for in PAS?
The CTR case created date
When are provisional credits given, and for what kinds of claims?
After the 10 day investigation deadline and only for new claims, NOT reopened