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Discrepancy Processing & Resolution. Terri Sullivan. The Discrepancy Query. In the Discrepancy Query there are three main work areas: Discrepancy Criteria Editor Discrepancy Results Discrepancy Detail
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Discrepancy Processing& Resolution Terri Sullivan
The Discrepancy Query In the Discrepancy Query there are three main work areas: • Discrepancy Criteria Editor • Discrepancy Results • Discrepancy Detail Each area helps determine the information, number, and type of discrepancies you want to review and/or resolve.
Discrepancy Criteria Editor With the Discrepancy Criteria Editor you define the specific discrepancies you want to review. Common Discrepancy review results include: • By bank, by account, by month • By a single discrepancy type - (potentially dormant accounts) • All “open” or “pending” items • Discrepancies greater then $100.00 • Discrepancies assigned to “Sam” • Or any combination of these criteria
Discrepancy Criteria Editor • Remember you can pick multiple sort criteria that will combine or isolate the number or type of discrepancies you want to see. • With any of the search categories (status, date range, discrepancy type, etc.. ), if you don’t select a specific criteria, you will get all the criteria in that category. For Example: If you select a Bank with no “Date Range” and no “Status” you will get all the discrepancies (regardless of the status – open, pending & closed) from all the past statements loaded for that bank. Always click “Clear Criteria” before you create a new sort.
Discrepancy Results • Displays discrepancies that fit your selected criteria. • Manage discrepancies as a highlighted group or one item at a time. • Auto resolve selected discrepancies. • Export discrepancies.
Discrepancy Details • Displays specific information for a single discrepancy. • Provides you the opportunity to manage the discrepancy with assignment and status fields. • Shows a complete audit trail of actions taken to resolve the issue within the change history box.
Resolutions Tools Auto Resolve • The “Auto Resolve Wizard” presents the user with logical options that automatically updates accounts, services and fee structures. Add Comment • Gives the user an opportunity to track and document actions and comments involving that discrepancy. Send Email • Embeds all relevant detail into an email that can be sent to the bank or other parties involved with the resolution. Insert Attachment • Allow the users to attach outside documents that help in resolving the issue. ( return emails, spreadsheets, images etc..) Edit Statement • Shows the user how the service was recorded on the actual statement.
BEWARE there is no “undo” process with the Auto Resolve Wizard
Adding a Comment to a Discrepancy • Create notes for actions taken or that will be taken. • Comments must have a “Title” and information in the “Contents” box before it will update. • Comment will be displayed in change history.
Email Discrepancy Details • Automatically populate the sender’s email address and embed the specific details of the discrepancy. • The user enters the recipient address, the subject line and any additional comments. • Account numbers are masked and only display the last 4 digits.
Adding Attachments Attaching corresponding information is easy! SmartAnalysis launches you to your system browser and allows you to select or pull-in any file that relates to the resolution of that discrepancy. Once saved in the Change History area you can click on that file and it will show that email or worksheet that you attached.
Discrepancy Audit Trail Change History shows audit trial showing: • All changes • Comments • Emails • Attachments • User name • Date Audit Trail can be displayed on the Discrepancy Reports.
Edit a Statement Viewing the service as it was recorded on the statement many times helps in resolving the discrepancy. If you chose to edit your statements you can correct the discrepancy and send a revised statement to the bank. or Update the discrepancy “after the fact” which will correct your historical data for future analysis and trend reporting.
Handling Multiple Discrepancies Users can handle multiple discrepancies by highlighting a group and right clicking. The resolution options are displayed and resolved in bulk.
Discrepancy Types Service Related: • Incorrect service charge • Unexpected service charge • Multiple service charges (lockbox) • Ambiguous service charge • Incorrect volume • Unusually high service charge • Unusually high total service charge (summary level)
Discrepancy Types Account Related: • Potentially dormant account • Account closed • Account detail missing • Duplicate account • Missing account * * You should address these discrepancies first, and then reprocess! For example: Missing Account - you want SmartAnalysis to populate the account then reprocess the statement to further evaluate the services levied against that new account .
Discrepancy Types Statement Balance Related: • Incorrect total service charge • Missing total service charge • Unknown total service charge • Incorrect total service charge summary • Total service charge amount balance doesn’t match • Total service charge amount balance doesn’t exist
Discrepancy Types Bank Information Setup Related: • Missing charge information • Earning credit calculation * • Earning credit errors * • Unassigned account in operational structure * • Unassigned relationship in operational structure* * These discrepancies can be turned off in the system, if you are not using or not evaluating these options.
Discrepancy Resolution Resolve Missing Account discrepancies before any other discrepancies. • If the account is valid and should be included on the 822 file, select Auto Resolve. • Reprocess the statement. • After reprocessing the statement, the software will look at the service fees and charges for the account, this will create numerous unexpected service fees, which will need to be resolved. • Reprocessing the statement will re-open discrepancies which have been closed but are currently associated with the statement. • All discrepancies with attachments or audit trails will be retained.
Missing Account Discrepancy • After reprocessing the statement, the software will look at the service fees and charges for the account, this will create numerous unexpected service fees, which will need to be resolved.
Ambiguous Service Charge Discrepancy • Review Negotiated fees. • There should be multiple negotiated fees with the same codes and description but varying pricing. • User will need to determine the correct pricing and determine if duplicate fee can be deleted.
Incorrect Service Charge Discrepancy • Set the Boundary for Base Fee • Review 822 file to review incoming data.
Incorrect Service Charge Discrepancy • Due to the rate being a Flat Fee, manually update the negotiated fee to Per Unit Rate $3.00. • Review 822 file to review incoming data.
Missing Charge Information Discrepancy • Missing Charge Information discrepancy is created the first month the charge is presented. The negotiated fee structure is set up based on the 822 file received. The thresholds should be confirmed either by the bank or by your proposed bank pricing.
Missing Charge Information Discrepancy • The thresholds should be confirmed either by the bank or by your proposed bank pricing. • The Before and After Rate is based on the price shown on the 822 file. • The Threshold is the volume shown on the 822.
Multiple Service Charge Discrepancy • This discrepancy is seen when companies have more than one lockbox per account and the lockbox number is not included in the description. • The Allowable Occurrence can be set to allow for additional lines.
Unexpected Service Charge Discrepancy • The first time a charge is presented against an account, an Unexpected Service Charge discrepancy is created. • Auto Resolve discrepancy if a valid charge.
Unexpected Service Charge Discrepancy • Auto Resolve discrepancy if a valid charge. • Change the Allowable Occurrence under Negotiated Fees to zero if you would like notification and a discrepancy to be created each time the charge occurs.
Discrepancies • Incorrect Total Service Charges and Missing Total Service Charges sometimes offset. • In this case, the charges are not found on the detail/relationship level due to the differing descriptions.
Getting Help Every discrepancy type is defined in theHelp section of the application. In addition to the definition you will find information on how to resolve the discrepancy.
