Dispute Transactions SOP Overview

Dispute - Transaction Research (Consumer) Standard Operating Procedure (SOP)

• Effective date: September 2024
• Service Catalog #: XXXXXX
• Purpose/Objective: Provide consistent and effective customer service for Consumer requests & inquiries related to Disputes and Litigations, handled efficiently.
• Scope: Applies to all customer service representatives and support staff.
• Responsibilities:
  • Front Office: Executes procedures, provides prompt service, resolves customer issues.
  • Risk & Compliance Team: Verifies documentation, prevents fraud.
  • Engineering Team: Ensures system functionality, assists with technical research.
  • MA (Mobile Application): Addresses system changes/technical research.
• SIPOC (Supplier, Inputs, Process, Output & Customers): (Detailed description not provided)
• High-Level Process Map: (Detailed description not provided)
• Service Types/Descriptions:
  • Transaction Research: Systematic study and analysis of business transactions (e.g., purchases, sales, contracts) to improve efficiency, accuracy and effectiveness.
• Business Process & Business Owners: (Detailed information regarding Business Owners not provided)
• Document Change History & Version Control: (Table of Version Numbers and Dates not provided)
• System Involved & Main Source of Inputs: (List of systems, URLs, and file format description not provided)
• Escalation Matrix: (Table outlining escalation procedures not provided).
• Associated Procedures: (Detailed procedure description not provided)
• Acronyms & Definitions: (List of acronyms with definitions provided)
• Appendix: (List of items/ attachments/ links are listed but details are not provided).
• Transactional Research – Dispute/Queries/Assistance: Detailed procedures to handle disputes.
  • Receive and Understand: Methods of receiving requests.
    • Direct personal support
    • Email
    • Live Chat/ Virtual BOT
    • Interactive Voice Response (IVR)
  • Diagnostics: Information collection to resolve consumer questions/disputes.
    • Reviewing Account Status, documentation, and related details.
    • Engage the customer for information required.
  • Collect Required Information: Details of dispute, transaction date, amount, consumer details, and reason for dispute. Support documentation required (receipts, statement, or screenshots).
  • Verify Documentation: Checking completeness and accuracy of submitted information.
  • Contact Consumer: If necessary.
  • Notify: Ticket assignment for further processing; Assign tickets and update status.
  • Assessment of Request: Review of request details, ensure completeness, and verify if information meets all criteria.
  • Approval by Compliance (RM): Ensures proper documentation and approval process.
  • Recommendations: Risk management and determination of actions.
  • Notify: Assigning tickets to engineering team and updating statuses for further processing. -Changing ticket statuses.
  • Resolve: Immediate solution for disputes, steps for dispute resolution.
  • Final Review: Analyzing root causes of disputes.
  • Record Keeping & Feedback Review: Maintaining records of disputes.
• Escalation Matrix (partial): Table outlines escalation procedures.
• Associated Procedures: (Procedural details not shown)
• Acronyms & Definitions: List of acronyms and their meaning.
• Appendix: (Content concerning links/attachments/etc is provided).