POL00032960
POL00032960
BRANCH CONTACTS NBSC TO DISCUSS A BRANCH DISCREPANCY
BRANCH
Ring NBSC for advice
ona discrepancy
EE Link To NBSC Branch
NBSC Discrepancy Call Script
‘Advisor goes through
process to identify if it
is user error
a
NBSC
Note details from
Where appropriate tell the system paperwork on
branch that a transaction Remedy
correction MAY be issued by
P&BA
NBSC
Advise branch the
BRANCH /
discrepancy is due to
ieee user error. Branch to
baled make good the
discrepancy
Yes
*. NBsC
NBSC
: Advise branch issue
Miers app toe aie will be escalated.
contact P&BA to raise Piece on Diccarete
‘a. case to resolve the Sead wotify y
Beeepeney NBSC Team Leader.
¥ ¥
NBSC
NBSC Team Leader
Update Remedy wih Gall HSD with incident
details of the :
details.
resolution
a a ¥
\
NBSC y NBSC Team Leader
I Close incident on I Rood HSD tecronce
Remedy ‘on Remedy.
Incident remains open.
¥
NBSC BRANCH
Advise Branch to keep the I Call branch with HSD Make a note of the
system paperwork to hand reference number NBSC & HSD call
as it may be needed as Incident remains open. reference number
part of the detailed
investigation
¥
HSD A
System investigation >
of branch discrepancy
POL00032960
POL00032960
HsD
Complete the system
investigation
¥ Note: If requested, HSD to provide a
follow up email to NBSC
HsD I
Call NBSC with ~~ If HSD need to do further investigation
outcome of the they will keep the incident open
investigation
Note: If the user error was a
¥ duplicate transaction contact
P&BA for a TC to be issued.
NBSC ~~ P&BA will contact the branch
Update Remedy to discuss the resolution of
the discrepancy
Further
investigation No
required
/ If P&BA receive a BIM report
NBSC — from HSD, they will
Update the branch HSD NBSC investigate the accounts,
r Yes Where appropriate _~I then contact the branch to
Cae ee >» Send P&BA a BIM Conteet te enc: I discuss the resolution of the
eee report detailing the and diecues the discrepancy
Ssh missing system data outcome
a y
NBSC
Transfer incident to NBSC
the LST stack and Update Remedy with
notify LST of the the resolution
transfer
x
: Live Service Team =
etaiel RovtecI Key . / NBSC \
aoe > stakeholders Le. I >>-Yes>( Close Incident on}
investigation BGA & Network Ie - \ Remedy /
keep them updeted . i
HSD
Contact Live Service
Team with outcome of
the investigation
¥
Live Service Team
Contact Branch with
¥
Live Service Team
Contact key
the outcome.
; stakeholders with the
Only if requested:
provide a written ee ore
response to branch oi I
__¥
/ Live Service Team
I Update Remedy? &
Close Incident
NBSC Team Leader
Speaks to the branch
and reiterates the
same message
¥
NBSC Team Leader
Only if requested:
Provide a written
response to branch
NBSC \
Update Remedy & I
\ Close Incident _/