SOP_CS_Dispute Transaction Research (Consumer) PDF

Dispute -- Transaction Research (Consumer) Standard Operating Procedure (SOP) Effective Date : September 2024 Approved Date : Service Catalog \#: XXXXXX Table of Contents [Lüt Overview: 2](#l%C3%BCt-overview) [Transactional Research Overview: 2](#t-overview) [Purpose / Objective: 3](#purpose...

Dispute -- Transaction Research (Consumer) Standard Operating Procedure (SOP) Effective Date : September 2024 Approved Date : Service Catalog \#: XXXXXX Table of Contents [Lüt Overview: 2](#l%C3%BCt-overview) [Transactional Research Overview: 2](#t-overview) [Purpose / Objective: 3](#purpose-objective) [SIPOC (Supplier, Inputs, Process, Output & Customers): 3](#sipoc-supplier-inputs-process-output-customers) [High-Level Process Map: 3](#high-level-process-map) [Service Types / Descriptions: 3](#service-types-descriptions) [Business Process & Business Owners: 4](#business-process-business-owners) [Document Change History & Version Control: 4](#document-change-history-version-control) [System Involved & Main Source of Inputs: 4](#system-involved-main-source-of-inputs) [1. Transactional Research -- Dispute/Queries/Assistance 4](#transactional-research-disputequeriesassistance) [Escalation Matrix: 8](#escalation-matrix) [Associated Procedures: 9](#associated-procedures) [Acronyms & Definitions: 9](#acronyms-definitions) [Appendix: 9](#appendix) Lüt Overview: ============= Text here description here T Overview: =========== Description to be added.  Purpose / Objective: ==================== This document serves as a standard operating procedure and guidelines for providing consistent and effective customer service solutions to handle Consumer requests and inquiries related to Disputes and Litigations. It aims to ensure that all inquiries and issues are handled efficiently, professionally, and in accordance with company policies. 1. **Scope** 1. 2. **Responsibilities** 2. 3. 4. 5. SIPOC (Supplier, Inputs, Process, Output & Customers): ====================================================== High-Level Process Map: ======================= Service Types / Descriptions: ============================= **Service Group** **Definition** ---------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Transaction Research Transaction research refers to the systematic study and analysis of business transactions, including their processes, patterns, and outcomes. This research typically aims to improve the efficiency, accuracy, and effectiveness of transactional systems, often in fields like finance, economics, and business operations. It can involve examining data related to purchases, sales, contracts, or exchanges to identify trends, risks, and opportunities for optimization. Business Process & Business Owners: =================================== **Document Details:** --------------------------- -------------------------------- Prepared By: Ram Puhan Process Owner / Approver: Andre Herrera Document Approved Date: TBD Process Name: Customer Service Solutions Activity Name: Transactional Research-Dispute Document Change History & Version Control: ========================================== **Version No.** **Change Request Date:** **Change Requested by:** **Change Made by:** **Approved by:** **Approval date:** ----------------- -------------------------- -------------------------- --------------------- ------------------ -------------------- 0.1 Draft Draft Draft Draft Version TBD System Involved & Main Source of Inputs: ======================================== **System Name:** **URL / Application Links / File format** **System Definition** ------------------ ------------------------------------------- ----------------------- Transactional Research -- Dispute/Queries/Assistance ==================================================== 1. 1. - - - - 2. 3. 4. - 5. 2. 6. - 7. - - 8. - - - 9. - 10. - - - - 3. 11. 12. 13. 4. 14. 15. 16. 17. 18. 5. 19. 20. - - - - - 6. 21. 22. - 7. 23. 24. 25. 8. 26. - - - - - 9. - 10. 27. - - - - 28. - - - - 11. - - - - - - - Escalation Matrix: ================== **Escalation to:** **Escalate When?** **Resolution Timeline** -------------------- -------------------------------- ------------------------- Risk Manager When you have detected a fraud Days. Email Response - Timelines Dispute Management Timelines Associated Procedures: ====================== **Procedure Name:** **Procedure Link / URL:** --------------------------------------------------------------------------------------------------- --------------------------- Call Script and Etiquettes Guidelines Doc Complaint Procedure Consumer Type Categorization Codes List Compliance Policies (If any, need to re-visit for open loop cards i.e. Visa guidelines -VROL etc) Acronyms & Definitions: ======================= **Acronyms:** **Description:** **Definition:** --------------- --------------------------------- ----------------------- UI User Interface Front end application CSR Customer Service Representative FO Front Office BO Back Office RM Risk Manager EN Engineer Appendix: ========= **Item List** **Attachments / URL** --------------------------------------------------- ----------------------- Call Scripts Click here to access Consumer Communication Email Template Internal Departments Communication Email Template Forms, as may be required Various formats (TBD)