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Customers and employees are benefiting from recent changes in the Defense Finance and Accounting Service Out of Service Debt and Claims Customer Care Center.
The changes are creating efficiencies for both groups by creating two distinct groups to handle customer issues; customer service representatives (CSRs) and case teams. Case teams now have the ability to handle more involved customer issues, which include AskDFAS, e-OSCAR®*, student deferments, and payment plans providing more flexibility for CSRs to handle customer calls.
New department
Among the other changes, in an effort to better align services, the Customer Care Center moved directly under the Out of Service Debt and Claims Management Office from Accounts Receivable in 2019. Supporting the transition was a complete rework of the customer service support system starting with the realignment of the call tier system for CSRs.
CSRs were already familiar with the methods to support customers but were prevented under the older tier system to offer further support. The realignment of the tier system and the addition of the case teams now allows representatives to provide additional support to the customer while reducing overall call volume.
"This change has been well received by our CSRs," said Valerie Turner, Debt and Claims Support Division chief over the Customer Care Center. "Our CSRs already knew the information so the change just allows them to serve our customers more efficiently."
Along with the enhanced services was the introduction of an AskDFAS page to allow customers to provide more detail when an issue is referred to the case team. Behind the scenes, the team now has a trainer to train new representatives and case team employees. In addition, a dedicated quality assurance person now reviews calls and AskDFAS requests to ensure top service was delivered to customers. This also allows supervisors to concentrate on elevated calls and customer satisfaction.
Hiring Changes
Due to the pandemic, the CCC had to relook at their process for accessing and training new employees. Still in an active hiring mode, the CCC continues to bring in new employees to support customers.
"One of the changes we made was to create a virtual training environment for our new employees," said Turner. "As they complete the DFAS onboarding process, we mail them the training packet for the virtual training so they have time to look it over and are prepared when we start our training.
"This allows us to remain in a telework status for training, minimize the new employee exposure in the building and still serve our customers."
Bot support
In collaboration with Information Technology and Enterprise Solutions and Standards, two bots are now actively supporting the Debt and Claims case teams. Essentially programmed search tools, the bots are already showing success for the team.
One bot searches the Public Access to Court Electronic Records (PACER) system to confirm information for customers who report bankruptcies to the CCC. So far, this automated process has reduced a four to five hour job to 30 minutes and is providing opportunities for the case team to work other cases.
The "Letter" bot automatically converts the text-formatted letters received from the Defense Debt Management System (DDMS) into Adobe PDF for the Corporate Electronic Document Management System. This bot also enables the case team to focus on assisting customers with their issues.
Results
The numerous efforts by the team have resulted in proven support to Debt and Claims customers resulting in average wait times of less than 40 seconds and a customer satisfaction rating of 90 percent over the last 6 months, according to Turner.
The changes to the Customer Care Center are just some of the ways Debt and Claims is working to become efficient and customer friendly. Watch for information on other ways Debt and Claims is supporting DFAS customers in future DBJ articles.
*Author's Note: e-OSCAR® is a browser-based system that has been developed by Equifax, Experian, Innovis and TransUnion.
e-OSCAR® is the vehicle that transfers the information between Consumer Reporting Agencies and Data Furnishers. It was designed to provide an online solution for processing Automated Consumer Dispute Verifications (ACDVs) and Automated Universal Data forms (AUDs). DFAS uses this system to confirm and delete the member's account from the Credit Bureau's if a customer account is paid in full, and to update the credit to reflect Bankruptcy actions.
| Date Taken: | 02.01.2021 |
| Date Posted: | 12.28.2021 15:35 |
| Story ID: | 411990 |
| Location: | INDIANAPOLIS, INDIANA, US |
| Web Views: | 77 |
| Downloads: | 0 |
This work, Debt & Claims Care Center upgrade to support customers, by Steven Lawson, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
