1. Routing and Tracking Complaints in CCW

2. CCW Now that you have learned how to logon to CCW, you will learn how to open a route with and without special handing, review a route, review CCW for an opened route’s Service Level Quote (SLQ), turn on the case tracking function to track complaints, work requests, and close a route.

3. CCW Once you learn how to perform these functions, you are ready to begin performing the routing and tracking procedures to help resolve your borrower’s concerns and questions.

4. Opening a route in CCW Now that you have learned how to open CCW and work a request, you can open a route to the appropriate department for complaint tracking and resolution. When opening a route, please remember the following information on the next few slides

5. Remember Loan number Name of the requestor Name of the borrower(s) Additional contact information (i.e., the best way to contact the borrower if needed)

6. Remember The specific nature of the request: – The complaint and explanation of the goal of opening the route – Loan Status (if applicable) (e.g., bankruptcy, foreclosure status, etc.) – Additional agency/investor information (if applicable) – Borrowers contact information, example: mailing address (if applicable) – SLA’s that impact the completion of this route (if applicable) Method the request was received and its date

7. Opening a route in CCW After logging into LPS, perform the following steps from the 80/20 screen: – 1. Select the [Loan Number], [Social Security], or [Case Number] option. – 2. Type the appropriate number in the box to the right of the [Case Number] option. – 3. Click [Search]. See the next slide for an example image.

8. Opening a route in CCW

9. The loan appears in CCW. Doing this will also bring the loan up in MSP. The case history will not appear until the loan search is complete. Now, you can open the route.

10. Opening a route in CCW To open a route, follow these steps: – 1. Check to see that a route is not already open for the same issue to prevent duplicate routes. There are cases where one loan may have more than one open route depending on the situation and the issues that need to be researched. – 2. Click [Route]. See the next slide for an example image.

11. Opening a route in CCW

12. 3. Click the [Category] menu and select the appropriate category. 4. Click the [Type] menu and select the appropriate type. See the next slide for an example image.

13. Opening a route in CCW

14. 5. Click the [Comment] field menu and select any available preformatted comment, as necessary. 6. Click [Add]. Note: If no preformatted comments are available for the category and type combination, a message appears in the [Comment] field. See the next slide for an example image.

15. Opening a route in CCW

16. 7. In the Comment area, edit the preformatted comments as necessary. 8. In the Comment area, also type any additional comment requirements specified in the CCW Matrix or appropriate procedure. See the next slide for an example image.

17. Opening a route in CCW

18. 9. Click [Save]. See the next slide for an example image.

19. Opening a route in CCW

20. Next Next, you’ll learn how to open and escalate a route in CCW.

21. Opening and escalating a route in CCW Using CCW’s Special Handling route function, you can also open and escalate a route. This will help you more quickly escalate complaints that require urgent resolution.

22. Opening and escalating a route in CCW 1. To open a new route with special handling as an “Escalate” issue you click the [Route] button in Contact Management. See the next slide for an example image.

23. Opening and escalating a route in CCW

24. A New Route for Loan Number screen appears. 2. Click the [Category] menu and select the appropriate category. See the next slide for an example image.

25. Opening and escalating a route in CCW

26. 3. Click the [Type] menu to select the appropriate complaint type. See the next slide for an example image.

27. Opening and escalating a route in CCW

28. 4. In the Comment area, type the appropriate information. See the next slide for an example image.

29. Opening and escalating a route in CCW

30. 5. Click the [Inquiry Type] menu and select the type. See the next slide for an example image.

31. Opening and escalating a route in CCW

32. 6. Before saving the route, click the [Special Handling Action Escalate] (as appropriate) menu and select Escalate. As a result, routes distribute to the appropriate destination as set up within CCW Maintenance utility. See the next slide for an example image.

33. Opening and escalating a route in CCW

34. 7. Click [Save]. See the next slide for an example image.

35. Opening and escalating a route in CCW

36. Once you have saved the route, a case opens and appears in Contact Management and is flagged as an “Escalate” route. The case appears at the top of the history regardless of its date. To further emphasize its importance, the background color of the case number appears. See the next slide for an example image.

37. Opening and escalating a route in CCW

38. Next Next, you will learn how to change actions on an escalated route in CCW.

39. Reopening a case and changing special handling action Next, you learn how to reopen a case and change its special handling action. To do so, follow the steps in the following slides.

40. Reopening a case and changing special handling action 1. To reopen and add additional comment and change priority to escalate, click the number in the [Case Number] field for the case to which you want to change the action. 2. Click [Special Handling]. See the next slide for an example image.

41. Reopening a case and changing special handling action

42. The Special Handling Case Expansion dialog box opens. See the next slide for an example image.

43. Reopening a case and changing special handling action

44. 3. In the Comment area, type the appropriate information. See the next slide for an example image.

45. Reopening a case and changing special handling action

46. 4. Click the Special Handling Action menu to select the appropriate new action. See the next slide for an example image.

47. Reopening a case and changing special handling action

48. 5. Click Save. Routes then distribute to the appropriate destination as set up within CCW Maintenance utility. See the next slide for an example image.

49. Reopening a case and changing special handling action

50. By selecting the reopen/escalate option, the case: – Changes to an open status – Sets up as an Escalate priority Note: Pay attention to the date the route you are trying to reopen was closed. Typically, if a case has been closed for 30 days or more, the issue should be treated as a new issue and not reopened. Reopening a route will keep the same origination date, which will make the case appear as if it has been opened for a long period of time.

51. Next Now that you have learned how to reopen and escalate a route, you will learn how to review the Service Level Quote (SLQ).

52. Reviewing the Service Level Quote In CCW, you can review the Service Level Quote (SLQ), which contains an estimated time frame for the borrower’s service level agreement (in calendar days, not business days). In the following slide is an example of the SLQ field and its estimated time frame.

53. Reviewing the Service Level Quote Note: To locate the exact SLA timeframe, contact your back office.

54. Reviewing the Service Level Quote The Case History Window provides original comments, requests, and research issues that have been documented on the account.

55. Reviewing the Service Level Quote

56. Turning on the case tracking function in CCW You can initiate case tracking anytime a new route is opened or closed. Once you have logged into CCW, you can easily track cases in the application. To track cases, follow the steps in the following slides

57. Turning on the case tracking function in CCW 1. Click [Route]. See the next slide for an example image.

58. Turning on the case tracking function in CCW

59. A New Route for Loan Number screen appears. 2. Select the [Track] checkbox. See the next slide for an example image.

60. Turning on the case tracking function in CCW

61. Next Next, you will learn how to track complaints in CCW.

62. Tracking complaints in CCW Tracking complaints in CCW is relatively easy and helps you make certain that you can better collaborate with other departments to more quickly resolve complaints. To track complaints in CCW, follow the steps in the following slides

63. Tracking complaints in CCW 1. From the CCW 80/20 screen, click the appropriate search option. 2. Type the loan number, Social Security Number, or Case Number in the box to the right of the [Case Number] option. 3. Click [Case Tracking]. See the next slide for an example image.

64. Tracking complaints in CCW

65. The SSO Login Page appears. 4. Type your Standard ID (SID) in the [Standard ID] box. 5. Type your JP Morgan/Chase password in the [Password] box. 6. Click [Login]. See the next slide for an example image.

66. Tracking complaints in CCW Note: If Case Tracking is already running, you will not receive this login page.

67. Tracking complaints in CCW The Case Tracking screen appears. On this screen, you can view a list of cases that you have marked for tracking. The display screen is modeled after the Case History screen in CCW. To determine how many days past a route closure a case remains on the tracking list, follow the steps on the following slides

68. Tracking complaints in CCW 1. Click [Configuration]. See the next slide for an example image.

69. Tracking complaints in CCW

70. The Configuration dialog box appears. Using this dialog box, Supervisors and CAP agents can view items in case tracking a specified number of days past their closure date.

71. Tracking complaints in CCW You can set the configuration days between 2 and 180 days past closure. For example, to set the configuration to 15 days past closure: – Type “15” in the [Please select number of days between 2 and 180:] text box. – Click [Save]. See the next slide for an example image.

72. Tracking complaints in CCW

73. Next, you will learn how to print the details of the cases you have marked for tracking.

74. Tracking complaints in CCW To print the details of the cases that you have marked for tracking: 1. From the Case Tracking screen, click [Print Report]. Note: To export data to an Excel spreadsheet, click [Export Report]. See the next slide for an example image.

75. Tracking complaints in CCW Note: You can also see the service level quote when you select a Category and Type combination to open a route.

76. Tracking complaints in CCW The report with all or selected tracks appear. See the next slide for an example image.

77. Tracking complaints in CCW

78. Viewing cases tracked by associates To view cases that associates are tracking, you can use the Customer Care - Utilities Menu. This helps supervisors and managers make certain that employees are providing timely assistance to their borrowers. To view cases tracked by associates, follow the steps in the following slides.

79. Viewing cases tracked by associates 1. From the Load Icons dialog box, click [CS Utilities]. See the next slide for an example image.

80. Viewing cases tracked by associates

81. The Customer Care - Utilities Menu appears. 2. Click [Case Tracking]. See the next slide for an example image.

82. Viewing cases tracked by associates

83. The Chase CCW Case Tracking screen appears. From this screen, you can view you associates’ complaints tracking. Next, add or remove employees from the report you are pulling. To do so, follow these steps: 3. Click [Add/Remove User]. See the next slide for an example image.

84. Viewing cases tracked by associates

85. A Chase CCW Case Tracking dialog box appears. To add users: 4. Type the employee’s user ID in the [Enter User Login (SID)] box. Note: You can also copy the users from a spreadsheet or text file. 5. Click [Add] to add the employee to the [Current SIDs listed] box. 6. Click [View]. See the next slide for an example image.

86. Viewing cases tracked by associates

87. The tracking report appears with all cases tracked by the employees that you selected. See the next slide for an example image.

88. Viewing cases tracked by associates Note: You can also export the report to Microsoft Excel.

89. Working Requests There are two processes by which work requests are assigned to individuals. Your supervisor will tell you which method your group uses.

90. Working Requests Manual Assignments — Routed requests are automatically sent by CCW to a supervisor or group inbox. Each request is then reassigned from the group inbox to an individual inbox by a supervisor or queue person. To reassign routed requests, click the CS Utilities icon.

91. Working Requests Automatic Assignments — Routed requests are automatically sent by CCW to an individual’s inbox. You list requests in your individual inbox, select a request, and open it to start working on it. To work in requests in your inbox, click the Inbox icon.

92. Inbox View The InBox View shows routes assigned and ready to be worked. Click SLA remaining on the Change View menu to sort the routes in your queue with the least number of remaining SLA days first. The ‘InBox SLA percentages’ displays the number of routes in your in box that are in SLA, > 80% SLA, or out of SLA. Note: Escalated routes always remain at the top of the list until they are closed.

93. Inbox View To see new cases and remove completed cases, click [Refresh]. To work a request, either double-click the request or click the request to highlight it and then click [Select]. Either of these options opens the Case History window for the loan. Note: You can actually open a route from the InBox using the [Route] button. See the next slide for an example image.

94. Inbox View

95. Special Handling / Escalated Route Remember that escalated routes in an inbox or Case History window remain first no matter how the cases are sorted. See the next slide for an example image.

96. Special Handling / Escalated Route

97. Closing a Route Users close a route by clicking the [Close] button from Contact History. The Close window appears and once the note is saved, the route is closed. Note that the Case History window from the inbox offers you the option to Close. The CS Phone Case History window does not offer this option.

98. Closing a Route Closing routes can only be accomplished from the inbox or queue. Depending on your job function, you may have both the CS Phone with the 80/20 screen and Inbox open simultaneously. Note: Do not close the route until the issue has been resolved.