BO - Rejection Process

From now on, the Quest application that Street Team agents use to create and review the enrollments created has the functionality of letting the agent know why a proof was rejected. They will be able to see the rejection reason selected by the BackOffice agent apart from any notes that were left during the rejection process. Below, you will see an example of how the information will look like in the Quest App once the document rejection is processed.

As it can be seen, ST agents will be able to see the Veredict (that can be either Approved or Rejected), the Rejection Reason, the Document Type and finally the Additional comments. This last section may result of the utmost relevance, because it can lead the ST agent to determine which was the specific issue that prevented the document from getting approved.

For this reason, it is strongly adviced for BO agents to provide additional comments whenever possible. Some examples of additional comments can be “Make sure all borders of the card are visible.” and “Upload proof that matches the address entered in the enrollment.”

The main point is that since from now on ST agents will have the ability to receive direct feedback from BO agents, this process can reduce the number of calls to the BO line to review the rejection reasons.