Intuit Financial Services University Bill Pay Certification Training Section 8: PartnerCare: Case Management © 2011 Intuit Financial Services All rights

Intuit Financial Services UniversityBill Pay Certification Training

Section 8: PartnerCare:

Case Management

© 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY.

Bill Pay Certification

Page 2Section 8: PartnerCare – Case Mgmt


When a consumer calls with an inquiry or issue for an online bill payment, a rep can create a case that records all the necessary details of the inquiry. Once the case is created, the case information can be passed on to another person with the right permissions at the financial institution or to Fiserv for resolution by their Customer Care associates.

By the end of this section, you will know how to:

Create, modify, and close cases

Search for cases

Send cases to Fiserv for further research

Manage the case workload via the Work List screen

Assign cases to another rep

Escalate cases

Section Objectives




Add a Case




There are several screens from which a rep can add/open a case:•Account Overview •Payment Detail •Payee Detail •Subscriber Detail•Account Detail•Ebill Detail

Overview

TIP: The best place to add/open a case is the Payment Detail screen as the case will pre-populate any payment related information into the case (as opposed to the rep having to enter the payment information manually).

NOTE: If you attempt to send a payment related case to Fiserv where the case open date is 5 business days or less from the Payment Date, you will receive a pop-up error message advising that it is too early to open the case and that most payment related problems will be solved by the Biller within that time period. This is a warning message only, you can still continue with opening the case to Fiserv or you can cancel out and save the case internally.




Open a Case

To add a payment on behalf of a consumer:

Step 1: Search for the consumer.Step 2: Find the payment.Step 3: Click the Open Case button.




Open a Case (cont’d)

Step 4: Enter in the required information.Step 5: Choose the appropriate button to route the case to the appropriate person/place.




Reason Categories

When opening a case, the rep is required to choose a reason category for the case. Reps have the following reason categories to choose from when opening a case:

Reason Category Description

Bank Account Inquiry There is an issue with the consumer’s bank account.

Billing InquiryThe consumer has an issue with a charge to their billing account.

Duplicate E-bill The consumer received a duplicate e-bill.

E-bill Inquiry The consumer has a question about an e-bill.

OtherThe consumer is reporting an issue not covered by another reason category.

Payment InquiryThe consumer has an issue with a payment and it does not appear to be a payment not posted or payment posted late issue.

Payment Not PostedThe consumer reports that a payment has not posted as expected.

Payment Posted LateThe consumer reports that a payment has unexpectedly posted late.

Risk Management The consumer has inquired about credit limits.

Subscriber Inquiry The consumer has an issue with account information.

Unauthorized CallerContacts received from persons who are not listed as authorized users on the consumer’s account.

NOTE: Fiserv uses other reason categories not listed here for their internal purposes.




Priority

When opening a case, the rep is also required to choose a priority for the case. The two types of priorities are:

• Normal: Fiserv works normal cases within 3 business days.

• Urgent: Fiserv will initiate biller contact the same day for urgent cases received before 4:00pm Eastern Time on a banking business day. If the urgent case is received after that time, Fiserv will still attempt to initiate biller contact that same day, but no later than the following banking business day. The "Urgent" status is used when a case involves:

• late mortgage payments• utilities (including cable, telephone, pagers, cell phones, etc.) pending or

currently in disconnection• insurance payments pending or currently in cancellation• auto payments pending or currently in repossession • credit card payoff in danger of lump sum interest charges• specific requests from the financial institution's management typically

involving payments from either a large depositor or key consumers




Additional fields and Notes

Reps can include the following additional information when opening a case:

•Reg E - check this box if the consumer claims that their payment instructions were not followed (When checked, Fiserv will follow their standard operational procedures for resolving this issue. For more information on Reg-E, please see the "CheckFree Second Tier Customer Care Standard Operating Procedures" article found here: https://www.diclientsite.com/prodserv/bill_pay_checkfree.html)

•Alternate Contact Number - the phone number of where the consumer can be reached for contact regarding this case (usually used if the consumer will be at a different number than what is listed under their Subscriber Snapshot)

•Account Holder Name - the name of the person that holds the account at the payee (usually used if the husband's name is on the account at the payee, but the wife pays the bills through her bill pay account or vice versa)

•Late Fee Amount Assessed - the amount of late fees that were changed to the consumer for a previously late Fiserv bill payment

•Finance Charge Amount - the amount of finance changes that were changed to the consumer for a previously late Fiserv bill payment

•Payee Contact Name - the person (at the payee) who the consumer spoke with in regards to the payment in question (Fiserv will attempt to speak with this person when contacting the payee as this person will already be familiar with the issue)

•Payee Contact Number- the person's phone number (at the payee) who the consumer spoke with in regards to the payment in question (Fiserv will attempt to use this number to speak with this person when contacting the payee as this person will already be familiar with the issue)

•Sponsor Follow-Up - a date in which the consumer has asked to be contacted on with an update of their case (NOTE: This date will appear on the Work List screen for reps to monitor internally. Fiserv does not use this field.)

•Notes - any additional information needed to describe the issue can be entered to assist in researching




Case Assignment/Routing

Reps have the following options for routing a case to the appropriate person/place for research:

•Close Case - saves the case in a "Closed" status (usually used if the rep was able to resolve the issue immediately without needing to route the case to another person/place)

•Save and Go to Case Detail - saves the case in an "Internal" status and routes the rep to the Case Detail screen where the rep can continue to enter information into the case or the rep can close the case or route the case to Fiserv (Because the case is not assigned to a rep, reps with "Manager" role capabilities will need to assign this unassigned case to a rep via their Work List screen.)

•Send for Internal Research - saves the case in an "Internal" status (Because the case is not assigned to a rep, reps with "Manager" role capabilities will need to assign this unassigned case to a rep via their Work List screen.) NOTE: This button only displays for reps that have the "Inbound Rep" role capabilities.

•Send to CheckFree - saves the case in an "Open" status and routes the case to Fiserv for research

NOTE: Case statuses and the Work List screen are covered later in this training.

Escalate Case to My Manager - case is denoted with an escalation icon on the Work List screen of any rep with "Manager" role capabilities (NOTE: This is an internal escalation only. Fiserv does not see this escalation. If a case (that is currently being worked on by Fiserv) needs a quick resolution, see the Priority page for more information on how to mark a case as "urgent".)




Case Assignment/Routing (cont’d)

Reps that are not in the "Inbound Rep" role, do not have the "Send for Internal Research" button. However, they do have the following ability:

•Assign to Me - allows the rep to assign the case to themselves for further research (case will display on the rep's Work List screen)

NOTE: The Work List screen is covered later in this training.




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Searching for and Viewing Cases




Searching for Cases

Reps can look up a case from three locations:

•While on a specific consumer's Account Overview screen, the rep can see all of the consumer's cases in the Case History section. •The Search screen will allow the rep to query for a case by Case ID, Date Range, Status, Priority, Sponsor ID, Reason Category, or Representative ID.•If the case is assigned to the rep, the rep's Work List screen will allow the rep to filter through their assigned cases to find a specific case. The Work List screen is covered later in this training.

NOTE: There is no limit on the history of cases. Therefore, a rep can search for and view any case from any date (including closed cases).




Account Overview screen: Case History

While on a specific consumer's Account Overview screen, the rep can see all of the consumer's cases in the Case History section.




Search Screen

From the Search screen, the rep can search for a particular case by:

•Case ID•Date Range•Status•Priority•Sponsor ID•Reason Category (displays for Managers only)•Representative ID (displays for Managers only)




Search Results

After entering in the search criteria on the previous screen, a list of all cases that meets that criteria display. (If only one case meets the search criteria, that case's Case Detail screen will display automatically bypassing this list screen.)




Case Details

Upon a rep searching for a case and accessing the Case Details screen, the rep can view the case's notes/correspondence and/or Fiserv's resolution information.

Other actions on this screen include:

•Print Case Summary button allows the rep to print the case's information •Escalate Case to My Manager•Assign to Me (if the rep is not an “Inbound Rep”)•Close Case •Save•Send for Internal Research (for "Inbound" reps only) •Send to CheckFree (if the case isn’t already with Fiserv)




Case Interaction

The Case Interaction section of the Case Details screen allows the rep to view the notes that have been entered into the case (either by reps at the financial institution or reps at Fiserv).

Other actions on this screen include:

•Add Notes button allows the rep to add additional notes to the case •View All Notes button allows the rep to view all notes that have been entered into the case (either by reps at the financial institution or reps at Fiserv)•Correspondence tab allows the rep to view all correspondence (emails, in-product messages, and/or letters) that have been sent to/from the consumer regarding the case




CheckFree Investigation Results

The CheckFree Investigation Results section of the Case Details screen allows the rep to view resolution information entered by Fiserv (if the case was sent to Fiserv for research).




Work List




Overview

The Work List screen is made up of two parts:

•Workload Summary - displays all cases in a dashboard format •Work List - displays a list of cases that resulted from a filter being applied in the Workload Summary

The cases that display on the Work List screen differ depending on the role of the rep:

•Researchers - see all of the cases assigned to them as well as any unassigned cases for any financial institutions for which the Researcher has access to •Managers - see all assigned or unassigned cases for all reps at any financial institutions for which the Manager has access to




Work List

• Case Age: Displays how old cases (including unassigned cases) are (Green = 0-6 days, Yellow = 7-9 days, Red= 10+ days). Clicking on a Case Age group, filters the cases in the Work List at the bottom of the screen.

• Status: Displays how many cases (including unassigned cases) are in a particular status. Clicking on a status filters the cases in the Work List at the bottom of the screen.

• Case Assignments: Displays how many cases are Internal vs. how many cases are at CheckFree (Fiserv). The rep can also see how many unassigned cases are Internal vs. how many unassigned cases are at CheckFree (Fiserv). Clicking on a Researcher's name (or the 'Unassigned' link) filters the cases in the Work List at the bottom of the screen.

• Reason Category: Allows the rep to filter cases (including unassigned cases) by a Reason Category.

• Sponsor ID: If the financial institution is a holding company, reps can filter cases (including unassigned cases) by Sponsor ID.

• Case Indicators: Displays how many cases (including unassigned cases) are considered: Urgent, Reg-E, Escalated, Reopened, or Incident-related. Clicking on an Indicator filters the cases in the Work List at the bottom of the screen.

• My Cases: Allows the rep to view all cases (as well as any unassigned cases) that are not with CheckFree (Fiserv). NOTE: If the rep is a Manager, this tab would display the financial institution's name instead of "My Cases".

• Cases open at CheckFree: Allows the rep to view all cases (as well as any unassigned cases) that are currently with CheckFree (Fiserv).




Reps with the "Manager" role capabilities can assign cases to Researchers as necessary to distribute the workload via the following steps:

Step 1: Place a checkmark next to the specific case in the Work List.Step 2: Type the Researcher's name in the field at the bottom of the screen (as you type the name the system automatically populates a dropdown menu of possible reps' names that match the letters that you have entered).Step 3: Click the Assign button.

Manager’s Work List




INTERNAL The financial institution is working on this case and there is no Fiserv research needed.

OPEN This is the default when the financial institution sends a case Fiserv. This means that no action has been taken by Fiserv or that action has been taken but correspondence has not yet been resent to the consumer.

IN PROGRESS Fiserv has taken the first step to resolve this situation. Fiserv is in the process of providing correspondence to the biller to resolve the issue (check copy, explanation letter, etc.). No verification of the correspondence has been completed.

NEED INFO/AUTH

Although Fiserv has attempted to resolve the situation, they were unable to. This could mean that the biller requires third party authorization, or that Fiserv doesn’t have the correct or enough biller information to resolve the case. The financial institution is then responsible for contacting the consumer to obtain the needed information.

INFO PROVIDED The financial institution has received the information necessary to complete the case from the consumer. It could be authorization or correct information. The financial institution would then add the information in the case notes and change the case status from “Need Info/Auth” to “Info Provided”.

SPONSOR Indicates that Fiserv has resolved the case. The financial institution will search for cases in this status and know it needs to finish the case with correspondence to the consumer. Then, the status can be changed to Closed.

CLOSED Case is completed and drops off of the Work List screen.

Case Statuses

Possible case statuses are:

TIP: Financial institutions should be monitoring all cases in an "Internal", "Need Info/Auth", and/or "Sponsor" status daily.




Case DetailsUpon a rep clicking on a case from the Work List and accessing the Case Details screen, the rep can:

•Print Case Summary •Escalate Case to My Manager•Assign to Me (if the rep is not an “Inbound Rep”)•Close Case •Save •Send for Internal Research (for "Inbound" reps only) - not shown in screenshot•Send to CheckFree •Add Notes•View All Notes •view Fiserv's resolution information- not shown in screenshot

If the rep clicks the Send to CheckFree button and the case status is...•Internal - then the case goes into Fiserv's queue as "Open"•Need Info/Auth - then the case goes back to Fiserv’s queue as "Info Provided"•Sponsor - then the case goes back to Fiserv’s queue as "Open"




Case Indicators

• Urgent: a rep marked the case's priority as "urgent“

• Reg E: a rep marked the case as a Reg-E claim because the consumer claimed that their payment instructions were not followed (For more information on Reg-E, please see the "CheckFree Second Tier Customer Care Standard Operating Procedures" article found here: https://www.diclientsite.com/prodserv/bill_pay_checkfree.html)

• Escalated: a rep clicked the "Escalate to My Manager" button on the case (TIP: Managers should look for this type of indicator daily as this is their only notification that a case has been "escalated".)

• Incident: a case that is automatically opened by Fiserv due to a system error is indicated with this icon

• Reopen: a case that was orginally closed but has been reopened

Below are descriptions of the icons found in the Case Indicators section of the Work List:

Note: When you hover over each icon, alternate text shows a description.




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Case Resolution




Upon receiving a case, Fiserv will:

•make at least three (3) good faith attempts to contact the biller and will use best efforts to contact the biller within three (3) business banking days to determine whether the payment has been received or not. However, in situations where the biller is unavailable, Fiserv will be deemed to have met their obligations for initial resolution.•notify the consumer (or financial institution) when the biller has been contacted and research is underway (or to request additional information needed for further research if insufficient information was originally provided in the case)•look to see if there were any mechanical, procedural, or processing problems that occurred at Fiserv during remittance of the payment•take any actions necessary to get the payment posted to the consumer's account at the biller Actions may include:

• stopping and reissuing the payment to the biller (for Single Checks)• stopping the payment and crediting the funds back to the consumer (for

Single Checks)• sending proof of payment to the biller

NOTE: Many payments that are reported as delayed are merely slightly delayed in the postal system or are in the normal process of being posted by the biller. In the majority of these cases, stopping the original payment would actually delay the posting of the payment. For this reason, Fiserv will stop payment on the original remittance and issue a replacement remittance beginning ten (10) banking business days after the date that the payment was due to arrive and be posted at the biller.

Initial Resolution




Reg E Resolution Guidelines

Potential Regulation E claims are logged whenever a consumer asserts that his or her payment instructions were not followed.

Guidelines:

• 1 business day for initial review of the item • 10 business days from receipt of billing error notice to investigate and resolve the matter • 1 business day after determining that an actual error occurred to resolve the error • 3 business days after making a determination to communicate the results back to the

consumer

NOTE: Additional detail on Fiserv ‘s procedures for Reg E cases may be viewed at https://www.diclientsite.com/prodserv/bill_pay_checkfree.html under the article “CheckFree Second Tier Customer Care Standard Operating Procedures”.




Fiserv considers a case resolved when either the biller has posted the payment to the consumer's biller account OR the funds have been credited back to the consumer. Before closing the case or sending the case back to the financial institution, Fiserv will:

•Correct any address or account number problems on the Fiserv system to ensure that the issue does not occur again•Determine if any late fees or finance charges assessed by the biller can be waived or need to be reimbursed to the consumer•Send notification to the consumer (or financial institution) if information on their end needs to be updated and/or of the resolution of the case

Final Resolution




Practical Applications – Cases

1. What does it mean when you mark a case as ‘Urgent’?

2. What is the purpose of the “Sponsor Follow-Up” date?

3. List the areas that a Manager sees in the Workload Summary section.

4. What are the various ways to search for a case?

5. Can you reopen a case if it has not been resolved by Fiserv?

6. What 3 cases statuses should the financial institution check for on a daily basis?




Exercises – Cases

1. Search for Case #20027437.a. What is the reason category for the case?

b. Who opened this case and what was the open date?

c. Is this case opened or closed?

d. What do the case notes say on 5/3/2007?

2. Search for Thomas Smith. How many cases does Thomas have open?

3. Open Case #20027438. 1. What is the account holder’s name associated with this

case?

2. What is the status of the case:

3. Are there any late fees? If so, how much?

4. Go to the Work List.a. How many cases are in Fiserv’s queue?

b. How many are in PC DI Training’s queue?




In this section, you learned how to:

Create, modify, and close cases

Search for cases

Send cases to Fiserv for further research

Manage the case workload via the Work List screen

Assign cases to another rep

Escalate cases

Section Objectives - RECAP

Documents

Intuit Financial Services University Bill Pay Certification Training Section 8: PartnerCare: Case Management © 2011 Intuit Financial Services All rights