Back Office Procedures

Definition

This article aims to introduce a comprehensive set of information in relation to the Back Office procedures and its tool for Back Office agents (BO Agents) who will be processing documents on a daily basis.


Back Office agents will be presented with basic information for them to know how the BO Tool works, which will allow them to process the information they are required to scrutinize.

In addition, a set of proof models will be provided, for the BO agent to know the difference between the valid and invalid documents.


The Back Office Tool will be divided in three basic teams:


  • Back Office Approver
  • Back Office Reviewer
  • Back Office Supervisor

Each group's duties will be described below.


Approver / Reviewer / Supervisor

Approver and Reviewer agents will be in charge of classifying the documents submitted by applicants and qualifying or disqualifying them depending on the validity of the proofs presented.

The only difference between these two types of agents is that the Approver classifies the proofs first and then the Reviewer performs the same task.


Agents will face two different scenarios while working with the files uploaded. The first step for the agents will be to log in as an Approver/Reviewer. To do that, they will have to introduce their credentials.

This is how the homepage will look like:


As you can see, the BackOffice menu will be available. Once you click on it, the following section will be displayed:

In this section, there will be different queues. Each of them will be set differently: some will only have the Approver section and others will also contain the Reviewer and Supervisor options. Supervisors will have to review the proofs submitted by the approvers and reviewers only if the classification of these two agents differ in the result. This means that if both the Approver and Reviewer classify the proof with the same parameters, the documents will not be sent to the Supervisor's queue, because there are no discrepancies to review.


NOTE: The Supervisor option will not be available for regular agents.


As the image above shows, there will be different queues depending on the documentation to review:


  • Public Site: It contains the proofs and documentation submitted by applicants through the website.
  • Quest: It shows the proofs and documentation submitted by enrollment representatives through the Quest application (this option will be available based on the user's role).
  • Manual Processing: This section allows users to upload documents for a specific enrollment number (this option will be available based on the user's role).
  • Quest Agent Badge: In this section, BO agents will be able to perform the Badge validation process that will be introduced later on (this option will be available based on the user's role).


Public Site & Quest application

If BO agents select one of the first two options (Public site or Quest), the next screen will show, one by one, the documents that were processed previously by the preparer. On the left side of the screen, the document to be analyzed and on the right, the details of the document. The documents in the BackOffice Approver queue will be shown as follows:

1) Enrollment number: The enrollment ID attached to the document will appear at the top left corner.


2) Enrollment status: It shows the current account status; each of them will have their own color (Pending = Yellow, Qualified/Enrolled = Green, Rejected/Cancelled = Red).


3) Processing time: Every BO agent will have a maximum of 15 minutes to process a document. The timer will show the time left for the document to get dismissed.


4) Proof section: This section will display the picture of the document submitted by the applicant.


5) Action buttons: We will have three different buttons available in this section:


  • Dismiss: This button should not be pressed, unless there is a specific request. By clicking on this button, proofs get deleted from the queue, reason why it should only be used for specific documents and only under request.
  • Skip: Press this button if a document should not be processed for any reason. This will not delete the document from the BO Tool as it happens if the Dismiss button is pressed.
  • Submit: Once all documents have been tagged and the information needs to be sent for qualifications, the Submit button should be pressed. The button will not be available, unless all documents have been processed:

6) Search bar: BO Agents will be able to introduce enrollment numbers to look up information related to that specific account.


7) Proofs section: Here, BO Agents will select the corresponding options to process the proof accordingly. Since there are many things to take into consideration, further information will be provided in the Processing Documents section.


8) Requirements: In this section, we will see all the proofs that have been Approved and the ones that are still Required:


9) Applicants and Dependent's info: Here, we will find the applicant's PII. As you can see below, the system will show the information that we consider as risk factors. A shipping address will also be displayed, in case there is one available. The same will happen with the dependent's PII, if any:


10) Application: This section will show the Requirements of the account, such as the type of qualification. The system will provide information on those programs that the applicants selected to apply for the benefit, unless the option selected was income, in which case the income information will be displayed:


11) Toggle page: If there is more than one document, available, BO agents will be able to switch between them by using the arrows:


12) Positioning: BO Agents wil be able to zoom in and out in the document by clicking on the loupe icons.

There will also be a Reset button available, to reinstate the picture to its initial position.

Finally, if agents want to turn the document, they should click on the following buttons:



Processing Documents

In order to process documents, BO agents will have to refer to the Proofs section. The first thing to do will be to determine which kind of document the applicant submitted. Normally, this field will already be prefilled by the BO tool. BO agents will hae to make sure that the pre-selection correlates with the proof uploaded:

After selecting one of the document types, BO agents will have to select the Documentation Type. The options available in this section will depend on the requirement proof previously selected. For the case below, since the proof selected is for an Address escalation, the documentation type will present only the corresponding proof types that apply for this escalation:

Right after making this selection, the system will show two different icons, for BO agents to select the one that applies. If the proof is valid, the checkmark should be pressed. On the other hand, if the proof is invalid, the croos will have to be clicked:

If the document is deemed valid and the checkmark is pressed, the BO agent wil be able to continue with the BO process as usual by processing other documents (if any available) and then, when all the documents have been processed, they should click on the Submit button.


However, if a document has been rejected (by clicking on the cross), the BO tool will present a pop-up where the BO agent will have to provide a rejection reason:

When starting to type, the options from the dropdown menu will become available:

After selecting one of the reasons, there will be a section to introduce additional comments, if needed:

Finally the Reject button will be available for the BO agent to finish the rejection process.


NOTE: If a proof is useless, BO agents will have to click on the magnet icon located at the right side of each document. By doing so, the document will be deemed as useless:

Once clicked, the proof will look like this:



Add page

Sometimes, applicants submit many proofs in only one picture. Whenever this happens, BO agents will have to add pages, so that every page has its own classification. In order to add page, the +(plus) button located at the left side of the Program Proof dropdown menu will have to be pressed:

Once presseed, the new page will be added to the list. As it can be seen below, the new page will have a number and a letter. The number belongs to the original page number; the letter will also be for reference and will be sorted alphabetically:

If a page has been added accidentally or should be deleted for any other reason, the - (minus) button should be pressed. By doing so, the Delete Page option will become available. BO agents will only have to click on it to delete the page from the list:



Pop Ups

If the queue is empty or if there are no documents for a specific enrollment, the following pop-up will be displayed for BO agents to know that there are no documents to process:

If BO agents spend more than 15 minutes with a document, it will get locked and the BO Tool will show the following message:



Badge Verification Process

In the Badge Verification Process, Enrollment Representatives will be required to take a picture of themselves holding their badge. This procedure is performed to make sure that the one using the Ques app to enroll applicants is the agent and not another person.


After selecting the Approver option from the Back Office section, the following screen will be displayed:

The verification process is very straight fordward, BO agents will have to take a look at the image from the left, which is the one that the Enrollment Representative has to take to start using the Quest app, and then compare that picture with the image from the right, which is the Enrollment Representative's photo uploaded to their account from Vault.


Depending on the outcome, BO agents will have to select an approval/rejection reason in the Documentation Type section located at the top right corner of the screen:

  • Different Faces: The picture uploaded by the representative does not match the one on file. The proof must be rejected.
  • Same Faces: The picture uploaded by the representative matches the one on file. The proof must be approved.
  • No Faces: There are no faces in the picture taken by the representative. The photo is invalid.
  • Badge Photo not Clear: The picture is not creal enough to consider it valid. The representative must take a clearer picture.
  • No Badge on picture (selfie only): The badge is missing in the photo; therefore, it is invalid. The proof must show a picture of the representative holding the badge.
  • ID Shown instead of work badge: The representative took a picture with incorrect documentation. The proof is invalid.
  • Non-compliant badge: The badge provided does not have the correct format. A new picture must be uploaded showing the correct badge model.

Badge Info & Validation Process


The agent's badge must display the following information:


  • Agent's Name
  • Agent's Photo
  • Agent's Active Brands Logos
  • Agent's Team / Master Agent's name (Optional)

The badge should look like this:

If the proof submitted is valid, a checkmark will be displayed at the right:

On the other hand, if for any reason the picture is not valid, a cross will be shown, indicating that the proof provided is invalid.


Manual Processing

In this section, users will be able to upload proofs for a specific enrollment. Once inside, the queue will look like this:

First, users have to introduce an enrollment number at the top right corner of the screen in the Enrollment Number section.


Once the enrollment information is populated at the right bottom of the screen, the next step will be to press the Upload button located at the top.

By doing this, a new window will become available for the user to upload the necessary documents:

After the proof is uploaded, the user will be able to perform the regular BO review process by filling in the Requirement Proof and the Documentation Type sections.

Finally, after completing the document(s) review, the Submit button should be pressed to finish the process.

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