The scope of the services are:
* Deposit Claims Processing
* Advice Claims Processing
* Overflow Customer Contact
*Support Services
The scope of the services are:
* Deposit Claims Processing
- Not Fit For Straight Through Pay-out (NFFSTP) Claims
- Exclusion View (EV) Claims
- Temporary High Balances (THB) Claims
- Customer engagement activities, such as inbound and outbound calls, in the course of processing the above claims
* Advice Claims Processing
- Early file preparation and triage activity (Pre-assessment tasks)
- End to End processing on a proportion of claims where the approach to assessing the claim is more well-defined and standardised, and volumes are sufficient
- Customer Engagement activities such as making Touch Point Calls or responding to incoming calls in the course of processing the above claims
- Resolving post decision correspondence and processing Appeals for the Claims processed by the Service Provider
* Overflow Customer Contact
- Providing suitable telephony and administration support to deal effectively with inbound customer queries when volumes exceed the capacity that can be dealt with by FSCS internal teams.
*Support Services
- Providing appropriate capable staff to work with and assist FSCS with in-house tasks relating to potential and actual defaults, which may include project management and determining processes and procedures for complex failures.