Good afternoon!

I'm working on an audit for our new operations department. They've recently been segregated and have moved into a separate location. I plan to look at multiple areas while there including the customer service department and mail processing. The two manuals I have do not have procedures for either. Does anyone have anything I could at least start from?

Please pm me and I'll give you my email address.

Thanks,
Jen

A few things come to mind....ensuring that the customer service folks are following policies (i.e., usually done through call monitoring). As far as mail processing, a few things I would look at are how return mail is handled, the account coded, change of addresses through return mail, etc..

There will certainly be more things to consider. It might be best to first understand exactly what functions each group handles and then write your audit procedures based on that.