Sammy's Notes

RDC Checklist - Referrals


1.1 Replacing/Ordering/Approving the card when there is a valid indicators
1.2 Failed to reject the card when there is a valid indicators
2.1 Failed to order a new card when needed
2.2 Failed to reject the card when needed
2.3 Failed to approve the card when needed
2.4 Card Ordered for Wrong Person in case the account is joint
2.5 Upgrade/Downgrade the card instead of ordering New
2.6 Ordered New Card instead of Upgrade/Downgrade it
3.1 Failed to update the spreadsheet
3.2 Wrong updation of the spreadsheet
4.1 Failed to add notes for DOB process
4.2 Incorrect/Incomplete Customer Name in the letter
4.3 Incorrect/Incomplete Customer Address in the letter
4.4 Not using Letter Template given for each brand (LTSB, Halifax, BOS)
4.5 Forgot to change the Date of the letter

RDC Checklist - Rejections

1.1 Replacing the active card when there is a valid indicator
2.1 Instead of replacing the card, new card was ordered
2.2 Failed to Replace the card when needed
3.1 Incorrect comments on Handle Task view
3.2 Incomplete comments on Handle Task view
3.3 Failed to mention Please ignore previous comment when correcting statements
4.1 Failed to check customer notes relating to Fraud
4.2 Failed to check Customer Notes for Disputes
5.1 Failed to update the spreadsheet
5.2 Wrong updation of the spreadsheet

OBW

OBW CMAS-Rejections (Steps)

1. Get task from the following OU boxes(12266,12273,35051,35070 and 35079)
2. Track each Task ID's then Go to All comments, check for the Rejection Warning
3. Rejection Warning: Plastic type inv (for toa) . (other than this rejection warning, do not take action, TMS handle task.)
4. For Plastic Inv (For TOA) : Check for INDICATORS(009,646,011,038) . If you found (009,646,011) indicator, take no action and update the TMS handdle task. note: if you found 038 indicator, check for customer notes for Fraud and Dispute
5. Check for the PAN and Customer's Full name
6. Check for the status, it should be in Active status
7. Replace the card and update the TMS handdle task. (i.e CA21 - Card Ordered - Task Complete)
8. To check if you order the card succesfully, Go back to cards screen and check the status of the card. Card should be in Approved status.

OBW CMAS-Referrals (Steps)

1. Get the Sort code and Account number from the spreadsheet(daily or monhtly volume downloadble from share point)
2. Open Account Products in PBS. note: Halifax can access from BOS PBS vise versa, but LTSB can only be access from LTSB PBS only
3. Choose option 1 and option 2, enter Sort code and Account number
4. Check the Referral Reason(option 3) note: check for both account and customer indicators
5. Check for the following Indicators (020,011,048,646,015, or 657) 011 - deceased
015 - dormant account
020 - check address
048 - bankruptcy
646 - account transaction prohibited
657 - refer to AQCU
6. If you found any of those indicators(from step 5) proceed to option 4(Cards) and reject the card with the Refer status. note: Card that is in refer status should be match with the name given in the spreadsheet. If the card in the refer status did not match with the name given from the spreadsheet, take no action and update the spreadsheet. Same procedure if you did not found any card which in the refer status. If you did not found any of those in indicators proceed to step 7.
7. Check for the card with the refer status. Check the customer's name. If the customer's name did not match from the spreadsheet, take no action and update the spreadsheet. Same goes if you did not found any card which is in the refer status. If the card is in the refer status and the name of the customer matched from the spreadsheet, proceed to step 8.
8. Press Enter in the selected card, and click on Approve button to check for the referral warnings(For bulk6560,9311,9312,6361,6362 and 6802. For blocked 6357,6823 For conflicting cards 6810 and 6811 For DOB 6368 and For CBS account 9313. If any of these referral warning pop up, please follow process map for the specific referral warnings procedures and update the spreadsheet. If none of those referral warning pop up, proceed to next step.
9. After clicking on approve and none of the referral warning pop up, click on ok. Work down the card list until a card is accepted.
10. To check if the card was ordered successfully, go to Card(option 4) . Then check if the status of the card is in Approved. If it is in approved then the card was successfully added.
11. Check if Mother's Maiden name has been filled correctly in the box (if required)
12. Check if the individual spreadsheet has been correctly updated - The Referral code, action taken and the comments column.