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QA Procedure- POA Enhancement

Step 1: Login to Freshdesk and enter Filters: Agents, Groups, Created, Status and click Apply.

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                             Note: Created should be Last 7 days and Status of Closed

 

Step 2: Obtain the MID from the subject line of the ticket, if applicable.

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Note: If the MID is not in the subject line, proceed to Step 3. 

 

Step 3: Locate the transaction detail portion of the email to confirm due date and determine if POA is within the dispute time frame.

 

Step 4: Open the POA worksheet located in SharePoint. 

https://csgsystems.sharepoint.com/:x:/r/teams/ForteInternalRiskTeam/_layouts/15/Doc.aspx?sourcedoc=%7BA560F4C5-DA76-4F0E-BCBB-CED794229F41%7D&file=Monthly%20POA%20Tracking%202020.xlsx&action=default&mobileredirect=true&cid=9abd4b80-04f6-4eb4-b93e-f1d593117c66

 

Step 5: In the POA worksheet, search for the MID (highlight Column C, Ctrl + F) to ensure Column F total matches the transactions listed in the body of the email.

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Step 6: Confirm the POA (attached to the Freshdesk ticket) has the receiver’s name. 

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Step 7: Verify readily available authorization verbiage

 

Step 8: Ensure POA includes the amount, start date and frequency of payments

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Step 9: Confirm on POA if there are multiple payments (recurring), the TRN and DDA are included

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Step 10: Verify the analyst educated the Merchant/Partner if any of the above information was missing from the POA (line items 6-10)

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Step 11: In Webtools, go to the Comments to ensure the analyst entered notes.

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