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Remote Train the Trainer Agenda
| Session | Summary | Duration | Audience |
| 1: Intake Training | - Tour the homepage and demo how to create a new claim
- Reiterate the importance of completing the questionnaire correctly for automation
- Complete three questionnaires (Card only; one fraud & two non-fraud)
- Complete additional questionnaires for ACH & ATM where applicable
- Demonstrate how to withdraw claims properly
- Cover required documentation and how QFD receives documents
- Detail how to search for an existing claim
- Explain actions available on the External Case Status page
| 2 hours | Trainers and leaders that manage and oversee the teams that will be capturing dispute claims |
| 2: Back Office Training: System Overview | - Introduce the intake questionnaire
- Tour the homepage and demo how to pull a claim and how to search for a customer
- Reiterate communication interactions from customers and front-office to the back-office
- Discuss each stage and its purpose in the Case Rollup
- Cover all sections of the Case Assets
- Explain all options under Case Tools
- Cover the work tabs
- If time allows, work cases from start to finish
| 2 hours | Trainers and leaders that manage and oversee the teams that will be processing dispute claims through casework |
| 3: Back Office Training: Card Casework | - Detail each node under each stage under the Case Rollup
- Discuss the anatomy of the dispute summary
- Show how to reveal system pending assignments
- Introduce the work roles
- Work cases from start to finish (include pend, approve, and deny scenarios)
- Demonstrate how to successfully complete as many assignments as the UAT allows
- Talk through clips and images of assignments that cannot be demoed
| 2 hours | Trainers and leaders that manage and oversee the teams that will be processing dispute claims through casework |
| 4: Back Office Training: Non-card Casework | - Introduce the intake questionnaire for non-card claims
- Cover manual enrichment, collaboration, PC, disposition, and recovery
- Explain how to pend the dispute for the WSUD / FI documents
- Discuss manual interest and accounting assignments where applicable
- Work cases from start to finish (include pend, approve, and deny scenarios)
- Talk through clips and images of assignments that cannot be demoed
| 1 hour | Trainers and leaders that manage and oversee the teams that will be processing non-card dispute claims through casework |
| 5: Back Office Training: ATM Casework | - Introduce the intake questionnaire for ATM claims
- Cover manual enrichment, collaboration, PC, disposition, and recovery
- Explain the workflow for proprietary and alt network transactions where applicable
- Discuss manual interest and accounting assignments where applicable
- Work cases from start to finish (include pend, approve, and deny scenarios)
- Talk through clips and images of assignments that cannot be demoed
| 1 hour | Trainers and leaders that manage and oversee the teams that will be processing ATM dispute claims through casework |
| 6: Leadership Training | - Demo how to navigate to the manager homepage including the manager dashboard
- Cover the user dashboard for comparison
- Cover reporting search options and categories
- Explain how to schedule emailed reports
- Walk through key reports (daily, weekly, monthly)
- Demo how to navigate to the admin portal
- Show how to create a user manually, clone an operator, and manually delete or edit a user
- Explain how to configure work preferences for users
- Callout SSO implications where applicable
| 2 hours | Trainers, leaders, and other stakeholders who will be responsible for or have an interest in reporting and user management |
