Receipt of a suspected error
Clock Starts for _ number business days to issue provisional/credit. Also begins _ number calendar day to close client dispute
5
45
Step one in the decision tree
Review & Gather Information
Weekly aging review looks at what cases
25+ days old
If the transaction is equal to or under this threshold we immediately write off the case
$100.00
Four ways we can receive notification of a dispute
SRM
Fax
Step Two in the decision tree
Review Transaction History
Weekly follow up review looks at cases this many days old
14-21 days
This is the second type of error we look at when beginning our initial investigation.
Incorrect EFT to or from an account
Once the dispute is assigned we have __ hours to begin our investigation
48
Step three in the decision tree
Location of dispute / recent transactions
Rahul looks at these types of cases weekly
Unworked
This is the third type of error we look at when beginning our initial investigation.
Omission of EFT on statement
This is how we get notified a new dispute has been assigned.
Step Five in the decision tree
Obtain Documentation or Third Party Network
ATM evidence
QC looks at these cases
Daily closed cases
This is the sixth type of error we look at when beginning our initial investigation.
Unrecognized EFT
If a transactions has not posted, what do we do?
Kick it back to whomever sent the notification
After step 7 what do we do?
Determine if there are additional consumer protections
QA looks at these cases on a monthly basis
Cases closed in the prior month
This is the seventh type of error we look at when beginning our initial investigation.
Inquiry or request for docs