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I have an awesome assistant manager. (AAM) She worked her way up, knows how to do just about everything at the branch, has a work-horse work-ethic, and has that perfect mixture of polite and 'won't take no guff'.
The other day, she gets caught up with a credit card dispute for a customer. Pretty standard procedure. We have to put together an affidavit for the customer to sign stating that the disputed charges were not authorized. If the customer cannot come in person to sign it (manager had SC on the phone) we can fax it to them, but they'll need their signature notarized. The dispute can take up to 10 business days to go through and re-credit the charge to the account (this is actually a provisional credit as the dispute can take much longer to resolve, but makes certain the customer isn't out the money or being charged interest or anything in the meanwhile).
And, the credit card number must be canceled and a new number issued... you know, since you are stating that someone STOLE your number and did unauthorized charges using it. (Only time we don't have to replace the card number is when the dispute is a merchant error, like an accidental double charge.)
Well, SC came in person today ranting and raving about how AAM screwed up EVERYTHING.
The affidavit was faxed to her, but SC claims it was not (AAM had confirmed the fax number and made certain that the fax cleared through our side. She'd also told the SC that the fax would take no longer than 10 minutes to arrive and to contact us if it did not. So if it did not arrive, NOT her fault.)
The credit was not yet showing on her account. (umm... what part of 10 business days do you not understand? While it does usually happen more quickly, we NEVER state anything shorter because it always seems that everyone files a dispute at the same time, and the dispute department goes from twiddling their thumbs to too busy to breath in the course of five seconds.) It has been THREE. And we still need that signed affidavit.
And, biggest thing of all to the SC, her card was blocked!!!! Why was her card blocked? No one ever TOLD her her card was going to be blocked!!! AAM didn't specifically tell her that (I call BS, but considering how much she liked to talk over people, I'm willing to believe that SC never heard that part.) She is going to go to our corporate building and HAVE AAM's JOB, because HOW DARE we block her card and embarrass her like that!!!
...and on, and on, and on...
Mean, rude, nasty, b****. And she had my AAM, who generally never lets customers get to her, practically in tears in the break room after she'd finally left.
I convinced AAM that the branch would not implode without her for an hour (she was only manager on duty that day) so that she'd turn over her keys to another senior loan rep, and I drug her out of the building for lunch. Even though it is perfectly allowable for the manager on duty to take a lunch break and leave an acting manager in her place, AAM almost never does, instead eating in the break room while 'on call' for any problem.
Grrrrrr...
Only good thing is that corporate generally won't write up or get too much on a a manager's case on a customer's say-so. AAM will have to 'explain her side of it' which will suck, but frankly, with SCs insane attitude and just plain meanness, I'm thinking that she might be one of those SCs incapable of calming down enough to pretend to be reasonable when complaining to corporate, which means she'll just alienate them also.
And seriously, someone stole your credit card number and has been using it online, and you DON'T want the card number blocked? SC was insisting that we unblock the card, and AAM had to keep explaining that we cannot do that when there is a dispute on file for FRAUDULENT transactions. So, you either withdraw your dispute, or you wait for your new card number to arrive, because we will NOT be potentially liable for more unauthorized transactions on a card we know is compromised.
The other day, she gets caught up with a credit card dispute for a customer. Pretty standard procedure. We have to put together an affidavit for the customer to sign stating that the disputed charges were not authorized. If the customer cannot come in person to sign it (manager had SC on the phone) we can fax it to them, but they'll need their signature notarized. The dispute can take up to 10 business days to go through and re-credit the charge to the account (this is actually a provisional credit as the dispute can take much longer to resolve, but makes certain the customer isn't out the money or being charged interest or anything in the meanwhile).
And, the credit card number must be canceled and a new number issued... you know, since you are stating that someone STOLE your number and did unauthorized charges using it. (Only time we don't have to replace the card number is when the dispute is a merchant error, like an accidental double charge.)
Well, SC came in person today ranting and raving about how AAM screwed up EVERYTHING.
The affidavit was faxed to her, but SC claims it was not (AAM had confirmed the fax number and made certain that the fax cleared through our side. She'd also told the SC that the fax would take no longer than 10 minutes to arrive and to contact us if it did not. So if it did not arrive, NOT her fault.)
The credit was not yet showing on her account. (umm... what part of 10 business days do you not understand? While it does usually happen more quickly, we NEVER state anything shorter because it always seems that everyone files a dispute at the same time, and the dispute department goes from twiddling their thumbs to too busy to breath in the course of five seconds.) It has been THREE. And we still need that signed affidavit.
And, biggest thing of all to the SC, her card was blocked!!!! Why was her card blocked? No one ever TOLD her her card was going to be blocked!!! AAM didn't specifically tell her that (I call BS, but considering how much she liked to talk over people, I'm willing to believe that SC never heard that part.) She is going to go to our corporate building and HAVE AAM's JOB, because HOW DARE we block her card and embarrass her like that!!!
...and on, and on, and on...
Mean, rude, nasty, b****. And she had my AAM, who generally never lets customers get to her, practically in tears in the break room after she'd finally left.
I convinced AAM that the branch would not implode without her for an hour (she was only manager on duty that day) so that she'd turn over her keys to another senior loan rep, and I drug her out of the building for lunch. Even though it is perfectly allowable for the manager on duty to take a lunch break and leave an acting manager in her place, AAM almost never does, instead eating in the break room while 'on call' for any problem.
Grrrrrr...
Only good thing is that corporate generally won't write up or get too much on a a manager's case on a customer's say-so. AAM will have to 'explain her side of it' which will suck, but frankly, with SCs insane attitude and just plain meanness, I'm thinking that she might be one of those SCs incapable of calming down enough to pretend to be reasonable when complaining to corporate, which means she'll just alienate them also.
And seriously, someone stole your credit card number and has been using it online, and you DON'T want the card number blocked? SC was insisting that we unblock the card, and AAM had to keep explaining that we cannot do that when there is a dispute on file for FRAUDULENT transactions. So, you either withdraw your dispute, or you wait for your new card number to arrive, because we will NOT be potentially liable for more unauthorized transactions on a card we know is compromised.
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
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