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8/6/24 Coaching Opportunity Identifying the Correct Dispute Type Development Tool used Quality Case/Call Calibration Discovery Chime | Possible NON COMPLIANT Case Validation | Dispute ID: 14113245

Agent missed to identify the true dispute type, and recategorized the claim after the provisional credit due date. Was the behavior addressed? Yes - (Closed) Roleplay Performed? N/A Insights As the case in question was evaluated. The claim for recategorization was identified by the agent using penny communication, but owing to the NMI, Agent was unable to issue the PVC in time for the deadline. The agent made a mistake by failing to review the claim prior to sending the NMI.

Agent action Plan:

I sent the NMI before the deadline, therefore even though I was able to locate the claim for recategorization based on penny correspondence, I was unable to issue the PVC in time. Prior to sending the NMI, I neglected to review the claim. Going ahead, I'll ensure that it doesn't happen again to jeopardize the caliber of my research and that the claim is properly looked into.

TL Commitment:

Ensuring that agent cases are monitored and that any compliance parameters that might be impacted are confirmed. In order to prevent callouts, I will make sure that all KPIs are being watched over and that there are random checks of the cases to monitor process alignment, particularly in the New NMI Process updates. Coaching once a week and dealing with behaviors that my agents have pointed out.

In order to enforce the Zero Tolerance Policy, the agent pledged to make sure that there are no gaps in the case investigation pertaining to CDA in order to prevent AF and Markdowns. Agent acknowledged that NTE issuance would be necessary if this instruction was not implemented.

Acknowledged by Aprilene Quilisadio on 08/06/2024 12:02

Acknowledged by Fil-Albert Dejarme on 08/06/2024 11:59

++++++++++++++++++++++++++++++++++++++++ TL and Agent Assessment --- RCR -- Refund Check When a Chime account is closed with a remaining balance, closure checks are requested with either Standard or Express shipping from our processor, Galileo. Account Status mus be: CANCELLED/CANCELLED WITHOUT REFUND/ DISABLED

  1. Verify that the credit was posted by Inspector.
  2. Manually issue the credit, if you find an error occurred.
  3. Once the credit is posted to the account, follow the process below. Note: we do not manually issue checks for less than $1.00. The system may automatically issue these, but we do not.

Closure reason states any of the following: DO NOT ISSUE RCR Per Bancorp - Load Fraud Per Bancorp - Merchant Credits without Offsetting Debits Per Stride - Load Fraud Per Stride - Merchant Credits without Offsetting Debits Per Chime - Merchant Credits without Offsetting Debits Per Chime - ACH Rejection (Code R10) Per Chime - Altered or Fabricated Documents Per Chime - Load Fraud Per Chime - Deceased Member Per Chime - Negative Balance Write-Off Per Chime - Pay Friends Transfer Fraud Per Chime - ID Theft Per Chime - Synthetic ID Per Third Party - Bankruptcy Per Third Party - Legal or Law Enforcement ADD the following notes to the dispute case: Closed account does not qualify for a refund check. TL Commitment Monitor all related claims. Provide clarification if there is confusions. Agent Commitment I hereby acknowledge the update and will make sure to apply the guidelines in requesting refund check request. I am also aware that failure to comply, necessary corrective actions will apply.

12/24/23:

SHELF Update (Dec.05,2023) Pbom: If no NMI response within 5BD. Deny the Claim Incorrect Amount charge: If no NMI response within 5BD. Deny the Claim

If 13.7 CB was filed before Oct.14 - Process as normal If 13.7 CB was filed on or After Oct.14 - Deny the claim

  1. Close as Cancelled the chargeback in Visa if no response yet

  2. Explain the final chargeback resolution" in Inspector "Effective for Visa Disputes processed on or after 14 October 2023"

  3. We should deny claim after 5BDs days even if the letter that was sent for additional Information letter states 10Bds. No need to change the macro for the number of days but for decisioning it should only be 5BDs

  4. PBOM and Incorrect Amount Charge - CB Filed with response or timeframe expired close the claim as Approved then transition the CB tab basing on the response in Visa. It should be BAU.