Adding a Problem Complaint

The Problem/Complaint window lets you create a contact record for a member or non-member submitting a problem or complaint.

You can open the Problem/Complaint window...

• From the Actions menu on the Contact Manager top menu bar, point to Member Contact, and then select Problem/Complaint.
• From the Activity menu, point to Add New Contact/Event, point to Member Contact, and then select Problem/Complaint.
• Select the Contact Manager icon on the tool bar, point to Member Contact, and then select Problem/Complaint.

How do I? and Field Help

The Contact Information group box displays basic information about the member.

Field	Description
Name	The name of the member. Length: 25 alphanumeric
E-Mail	The member's email address. Length: 50 alphanumeric
Home Phone	The complete home phone number including area code for the member. Length: 10 numeric
Work Phone	The complete work phone number including area code for the member. Length: 10 numeric
Cell Phone	The complete cell phone number including area code for the member. Length: 10 numeric

The icon buttons in the top right corner let you:

• create a task in Outlook for the item. passes the contact type and unique contact ID number. No member details are sent to Outlook for security purposes; however, you can add additional details to the task as you choose.
• view available documents for the member
• open the Transactions dialog box
• display the Member Notifications and Alerts dialog box
• open the Member Accounts dialog box
• display the member’s History dialog box
• display a print preview of the contact record
• print an envelope

A Past Due indicator will appear if the follow-up date has passed.

The Loancierge iconslet you:

• open the Loancierge Queue tab
• open the Queue Search tab
• open the New Application window

The Text Member icon appears next to the Cell Phone field lets you:

• Send and receive text messages to members using Eltropy’s user interface. Launches the Eltropy Messenger in a standalone browser window.

The Text Member icon appears for a new Contact/Event after you save the screen.

Asterisks indicate the required fields. Your Contact Manager administrator determines which fields are required on the Contact - Update window.

Complete the following steps to add the basic contact/event record information.

1. Select the Sensitive check box if the contact/event record should be handled carefully. The contact/event will appear with a caution icon on the Contact Manager - Assignments Queue grid. For a member contact/event record, the contact/event record will also appear at the top of the member's contact history in the Contact/Event History grid.
2. In the Status/Priority group box, click the Status down arrow to select the status of the contact/event record.
3. Then, click the Priority down arrow to select the level of importance of the contact/event record.
4. In the Origination group box, click the Source down arrow to select the method that was used to submit the service request or event to the credit union.
5. In the Assignment/Follow-up group box, click the Department down arrow to select the department assigned to the type of service request or event selected.
6. Click the Owner down arrow to select the individual who will be assigned to process the contact/event record.
7. Click the Follow-up down arrow to select the projected follow-up date from the calendar or enter the date in MM/DD/YYYY format. Then, click the down arrow in the next field to select a follow-up time.
8. Click the Source down arrow to select the method that will be used to follow-up on the contact/event record.

Complete the following steps to add a Problem Complaint contact record.

1. Select the Occurrence down arrow to select the date the problem occurred from the calendar or enter the date in MM/DD/YYYY format. The date must be the current date or a prior date.
2. Select the Problem/Complaint down arrow to select the type of problem.
3. Select the Department down arrow to select the department in which the problem occurred.
4. In the Details box, enter the description of the problem or complaint.

For a non-member, specify the non-member's taxpayer ID number (Length: 9 numeric). This can be the non-member's Social Security Number (SSN), Employer Identification Number (EIN), or Individual Taxpayer Identification Number (ITIN).

The Internal Revenue Service (IRS) uses the ITIN for Federal tax reporting only. It is a nine-digit number that always begins with the number 9 and has a range of 70-88, 90-92 and 94-99 in the fourth and fifth digit. The IRS issues ITINs to individuals who must have a U.S. taxpayer identification number but who do not have, and are not eligible to obtain a Social Security number (SSN) from the Social Security Administration (SSA).

When you tab out of the field, Portico partially masks taxpayer ID numbers. If you are assigned to the Portico – User Can View/Maintain TIN security group or a credit union-defined security group with the Portico – User Can View TIN permission or the Portico – User Can Maintain TIN permission, an eye indicator will appear within the field to indicate that you have permission to view the taxpayer ID number. You can click inside the field to show the taxpayer ID. When you tab out of the field, the taxpayer ID will be masked. The taxpayer ID will remain unmasked as long as the field has focus.

In the Note(s) group box, you can add additional notes or comments pertaining to the contact/event record. Existing notes will display the date and time the note was added and the teller ID of the individual who added the note.

• Select the High Priority Note check box to flag the note as important and place it in the log in a different text color.
• Select the view details icon button to display the entire note in the View Note dialog box.
• Select Add to open the New Note dialog box and add a new comment.
• Select Audit to open the Audit Log dialog box and view previous changes to the contact record.

Select Fee to open the Fee Processing dialog box and assess or refund a fee.

Select Copy to open the Send Copy dialog box and send the contact record to additional users.

Select Save to save the contact record. Select Cancel to cancel the contact record and close the window.

After the contact or event record is saved, Portico will populate the following fields:

Field	Description
Closed	The date that the Status field was changed to Closed.
Originator	Your name for a new contact or event record or the individual who created the existing contact record.
Originated	The current date for a new contact or event record or the date an existing contact record was created.
ID Nbr	The unique computer-assigned number identifying the contact or event record.