Ownership and quality awareness

You’ve sent an email to TA a week ago. No response as of yet.

• I’m sending a chaser via email.

• I’m calling to TA to receive a clear feedback.

• I immediately escalate it to Team Leader.

TRF is pending, but TA is not responsive. You tried all contact details from dashboard, no answer.What are you doing?

• I will move RD. Maybe next follow-uper will be lucky.

• I advise PA to check directly with TA.

• I will check with TAM POC as RD has already been moved three times.

Client is asking for status update, but Transfer is pending with AO Team. What will you do?

• I do nothing. AO is in charge, they should update PA.

• I’m checking AO request, chase AO if no progress and update PA.

• I’m contacting AO to update PA and close the line in BEPS.

You received TOP SF – Client is chasing as last external narrative was added 2 weeks ago and no progress on the TRF.

• I am investigating the case and calling TA for a FB.

• I am assigning SF to TL back-up.

• I am waiting for TA to reply to my email.

You asked Team Leader to escalate the TRF. What will you do next?

• Nothing. It is not my problem anymore.

• I am taking an ownership on the case and coordinate with TL if needed.

• I am proud of myself to get rid of this awful case.

Client escalates transfer from TA RBC IE due to lack of feedback for three weeks.

• I am waiting for AEST. It is agreed flow with this TA.

• I am escalating to TAM team immediately.

• I am trying to call or send a separate email asking for a FB. If no success, I will escalate.

It’s 3rd time when PA claims TRF is settled. TA advised CMIS. What will you do?

• Client is lying. I will update TRF as CMIS.

• I will advise PA to double check with CP.

• I will create SF to ask PA for CP’s CN to challange TA.