We shared a sample workflow for a dispute resolution process on Thursday.
Very clearly, I say sample, because your client’s business structure, procedures etc. will come into play.
Now if you look at the steps of this, you can fundamentally list the following bullets:
- You receive the dispute case – from internal / external entities, Cash Applications, collections, client’s customer, sales team or as may be applicable
- You log in the dispute in the tracking system
- Dispute cases allocated to the research team
- The research team pulls out the relevant details, supporting documents and evidences, analyses the dispute at a fundamental level and then either moved the case further for processing or returns the same to the raiser of the dispute for clarifications / withdrawal
- If the dispute raiser does not withdraw, this is moved to the CRM / KAM / Customer management team / authority for further evaluation
- If the dispute is tenable, it is again moved to the CRM / KAM for processing
- Appropriate approvals / waivers / action item approvals are accorded for further processing
- In some cases a recovery / legal action initiation may be mandated, giving the customer a notice for the same, as may be needed by policies / law
- The tracking is closed by updating the status
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