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Objective: To ensure precision and uniformity in the scoring of analysts’ work when working Proof of Authorizations (POAs). The scorecard will be used as a mechanism to spotlight analysts’ strengths as well as recognize areas for improvement and procedural change. 

 

Verification: 20 Points

  1. Did the agent confirm the POA is within the dispute timeframe and not previously returned?

 

Procedural: 64 Points (16 Points each question)

  1. Did the agent locate the correct transaction?

 

  1. Did the agent send an email notification via FD?

 

  1. Did the analyst ensure the request is logged in the POA Tracking Sheet?

 

  1. Did the analyst add relevant notes to the tracking spreadsheet in SharePoint?

Documentation: 16 Points

  1. Did the agent add proper or appropriate comments in WebTools?

 

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