Initiating refund - Back Office needs to provide clear guidelines, - Policy Update process procedures and training on when and how to Metric initiate a refund request and what checks need to be completed in order to satisfy that no other debts remain outstanding 2nd line support - Provide clear guidance on contact channels - 2nd Line Support (contacting back triggers and points of hand-off for 2nd line SLA office) support - Adherence to SLA Reasonable assistance - Clear guidance and instruction in relation to - Policy Update with the completion or claim and documentation requirements Metric checking of forms or including regular feedback and liaison to ensure requests for further issues are identified and resolved. information Identification and - Clear guidance on how to identify - Policy Update “vulnerable” provision of assistance customers and what provisions are available to Metric to vulnerable such customers. customers e.g. - Keep such guidance updated as policy and completion of provision changes. request for further information Verification of - Clear guidance and instruction in relation to - Policy Update supporting verification requirements. Metric information/documents Advising on claim - Up to date system details and information - System SLA status relating to work position so that realistic and accurate information can be provided Resolving - Clear system notes advising of current position - Case QC Metric customer/landlord of a case - Policy Update Metric queries & clarification. - Maintain and provide a glossary of terms used in notebook. - Provision of up to date training to ensure CS can accurately respond to queries
Initiating refund process - Back Office needs to provide clear guidelines, procedures and training on when and how to initiate a refund request and what checks need to be completed in order to satisfy that no other debts remain outstanding - Policy Update Metric 2nd line support (contacting back office) - Provide clear guidance on contact channels triggers and points of hand-off for 2nd line support - Adherence to SLA - 2nd Line Support SLA Reasonable assistance with the completion or checking of forms or requests for further information - Clear guidance and instruction in relation to claim and documentation requirements including regular feedback and liaison to ensure issues are identified and resolved. - Policy Update Metric Identification and provision of assistance to vulnerable customers e.g. completion of request for further information - Clear guidance on how to identify “vulnerable” customers and what provisions are available to such customers. - Keep such guidance updated as policy and provision changes. - Policy Update Metric Verification of supporting information/documents - Clear guidance and instruction in relation to verification requirements. - Policy Update Metric Advising on claim status - Up to date system details and information relating to work position so that realistic and accurate information can be provided - System SLA Resolving customer/landlord queries & clarification. - Clear system notes advising of current position of a case - Maintain and provide a glossary of terms used in notebook. - Provision of up to date training to ensure CS can accurately respond to queries - Case QC Metric - Policy Update Metric
Schedule%2025%20Revs%20and%20Bens%20v8.0.docx