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Credit Card Services Department. Customer Service. Card Activations. Collections. Inbound Servicing. Team Managers. Team Managers. Team Managers. Team Managers. Front Line Workers. Front Line Workers. Front Line Workers. Front Line Workers.
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Credit Card Services Department Customer Service Card Activations Collections Inbound Servicing Team Managers Team Managers Team Managers Team Managers Front Line Workers Front Line Workers Front Line Workers Front Line Workers • Each front line worker is responsible for a unique process • Below an individual process example is outlined
External Process Map – Dispute Resolution CM discovers they were billed incorrect amount for transaction Wait ~ 15 – 30 days CM receives next statement with adjusted amount 30 seconds CM phones number on back of card Merchant Error Records Department corrects transaction data 20 seconds CM Error or Merchant Error? Letter Sent with outcome Wait ~ 5-7 Days Input CC# and security info on keypad 30 seconds Wait ~ 5 Days Send letter to CM explaining situation CM Error End of dispute 0-10 minutes Queue Correspondence compares CM and merchant info Security Verification CM Satisfied? 30 seconds 2 minutes Yes End of dispute No CM advises CMS of problem Chase Contacts Merchant to Request transaction info/ sales receipt 2 minutes 2 minutes Customer appeals decision, process reinitiated Wait ~ 5-7 Days Disputes Department Open? Yes/No Card Member fill out form and returns to Correspondence 3 seconds Wait ~ 5 Days No Yes CM info entered into system Correspondence sends letter to CM Disputes Department re-advises of problem 3 minutes 2 minutes
External Process Map – Payment Problem Customer appeals decision, process reinitiated CM discovers error in payment applied to account End of dispute CM Satisfied? CM phones number on back of card Next months billing statement is sent 14 – 21 days 30 seconds Wait ~ 1-3 Days Input CC# and security info on keypad Records department updates statement for next billing cycle for changes due to bank error Correspondence sends CM letter advising of CM error 30 seconds 4-5 days 1 day 0 – 10 minutes Queue Issue sent to correspondence to advise CM error Reprocesses withdraw from account 1 - 2 hours 1 – 2 days Security Verification 30 seconds Amount not different from statement Correspondence contacts CM’s bank to find out amt withdrawn Wait ~ 1-3 Days CM advises CMS of problem Chq image same or different from statement? 2 minutes Amt different from statement CMS verifies payment error 15 seconds Order chq from payment processing center 1 – 3 days 45 seconds Retrieves Chq Image Cannot retrieve Chq image Call transferred to Payment Department Amt not different from statement End of dispute Queue 0 – 10 minutes
