The purpose of the client services worklist is to organize questions and requests for the client services rep to interact with the clients
Client Service Work List Navigation Menu
Agency Client Services UI Navigation Window
Method 2 - If the staff member logging in is tied to a client service ID via the Client Services Correlation Table, once the client services rep clicks on File - Select Work List, then the work list displays as follows:
Once the Client Services Work List has been accessed, the representative can select from a list of clients assigned to their ID. This list displays the Company, Client, and number of requests to process.
The Client Services Window is divided into 4 distinct segments; Client Information, Client Notes, The Work List, and Debtor Information.
|Client Information:||This area provides the Client Services Rep with Contact, Address and Phone information for the selected client. In addition, the last referral date, MTD and YTD referrals and recoveries are also shown.|
|Client Notes:||Client notes contains all changes to the client record along with free form notes to document anything the agency deems as necessary to record.|
|The Work List:||This contains a listing of all requests from the floor along with the date, time, Debtor Number, Requester User ID, Message, and Client Account Number (Client Account 1 Field).|
|Debtor Information:||When highlighting a request, this information changes to the information of the debtor selected. This permits the Client Services Rep to process the request and reply to the collector without leaving this window.|
|Other window features include the View Stats Button and the Note to Client File button.|
|View Stats:||Permits one-click access to all client stats.|
Note to Client File:
Places a notation in the client record with an ID, date and time stamp.
From this point, the Client Services Rep can right mouse click on a specific row within the work list and is given 5 options; Work Account, View Account, Work/View Account(FX Agent Work Screen (Workcard)), Delete, and Reply to Collector.
Work/View Account (FX Agent Work Screen (Workcard)): When selected, this takes the Client Services Rep directly to the work account screen within the debtor work card. Exiting the work card brings the Client Services Rep back to the Client Services work screen.
Reply to Collector: Selecting this option allows the Client Services Rep to communicate a result back to the collector. When entered, the account with the Client Services Rep notation will be placed on the collector’s calendar 1 minute later than the time the CSR’s note is saved.
Here is the notation as it would appear in the Agent Work Screen (Workcard). Regardless of the work list a collector is using, the calendared item will appear immediately upon forwarding to the next work card in his/her work list.
Delete: After completing communication with the client and the collector, the Client Services Rep then may delete the item from the work list by selecting the Delete option.
How the request is initiated:
The collector selects the “Send to Client Services” option from the Send Msgs. & Ltrs. menu on the work card.
The following message box appears allowing the collector to make their request.
When the message is sent, the following dialog is displayed.