Deena L. Ford
Dr. William Sunday, PhD.
This paper will attempt to analyze and evaluate the research procedures utilized by the Complex Billing Department of the Policy Service area of the United Services Automobile Association. The United Services Automobile Association, (USAA) was founded in 1922 in San Antonio, TX by 25 officers in the Army. These officers basically insured their individual vehicles themselves. From their initiative was the beginning of an organization that now serves 7.7 million members and is listed on several Fortune 500 list. Since the beginning of the organization, the officers’ values included integrity, loyalty, service, and honesty. These values are still the core values of today’s organization. USAA embraces its members, associates, and their families by ensuring their financial security. USAA seeks to provide a range of competitive financial services and products. In so doing, the military community will be the entity that USAA will continually serve.
The department I work in employs approximately 134 people. We are responsible for accepting payments, researching billing errors, discussing and explaining the billing statement to approximately 3 million members. This paper will focus on the research aspect of the department.
Occasionally, our legal department requires payment histories that can go back as far as 10 years. In these cases, we order a payment history. These payment histories take 24 hours to download to a reporting system. On the following business days we are able to pull the information from the reporting system and create spreadsheets for legal to review.
Our payment system supports the receipt of paper checks, electronic checks, as well as, credit and debit cards. Occasionally, a payment is lost in the mail, misapplied or encoded incorrectly to a member’s account. When this happens there are different tools to assist in researching... [continues]
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