$Representative Access - No Reply Mailbox Quick Guide
Background
The mailbox is used by the Operations team to send emails to customers as part of the registration process, whether to confirm the registration is complete or to ask for more information.
An initial review of the mailbox has highlighted that some customers reply back, in some cases we need to take action and help the customer. These are the priority emails we want to look at, however there are other scenarios we will look to investigate as we progress our review.
Your Role
You will be required to work through the emails in the mailbox and contact the customer to help them resolve their issue and identify any improvements we can make through understanding the root cause.
Access
You need the following access requested through IT@LBG:
Order Type:
Shared Mailbox:
Send As access:
Justification:
Shared Mailbox Actions
To add the mailbox to Outlook
Right click on your name on the left-hand outlook menu
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Choose
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Select the button
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Select the tab
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Select
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Type in , click until each window is closed
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You may need to close and reopen Outlook for the Mailbox to appear with all the sub-folders visible
Working from the mailbox best practice
The mailbox may have multiple role colleagues working emails at the same time. To avoid duplication, allocate some emails to your own sub-folder within the Inbox.
Once you have completed an email task, move it to the relevant dated Completed Emails folder. On a regular basis completed emails will be moved to the Deleted Items folder by a Team Manager
The Mailbox
The emails are currently automatically filtered into different subfolders as below, with customer and
branch colleague responses remaining in the main inbox folder.
Customer Responses (inbox folder)
|
Scenario |
Action |
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Customer Response: Secure Portal passphrase reset - please resend document |
Check PEGA for original email and resend via 'Send As' from $Representative Access - no reply |
|
Customer Response: additional support request - internet banking |
Call customer |
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Branch Response - Incomplete Notification Feedback Response |
Forward to |
|
Customer Response - thank you |
Delete no further action |
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Customer Response - additional support request acceptible documents |
Call customer |
|
Customer Response: documents emailed |
Call customer, explain / help with Doc Upload |
|
Customer Response: blank email |
Delete no further action |
|
Customer Response: Secure portal additional support |
Call customer |
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Customer Response: additional Info request |
Call customer |
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Customer Response: additional support request - text message |
Call customer |
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Customer Response - additional support requesting missing info |
Call customer |
Mail Delivery Failure folder
Check email address matches information recorded in PEGA, if not resend to correct details. Check the recipient’s email address for any obvious errors captured in PEGA e.g.
If possible, listen to the registration call to ensure we captured email details correctly.
Desktop Encryption Failure
Check PEGA and see which colleague sent the email. Provide feedback to the colleague and their line manager as this may be a colleague IT issue which needs to be investigated
Resend via 'Send As' from $Representative Access - no reply