In my opinion, this team's level of Proactivity is quite low. When receiving the request from client, they should ask client to provide the statement copy or screen snap first. Then, take a quick action to contact regional to check the changes as soon as possible.
For example, I received the request from Land Bank of Taiwan, XX branch to check the time of payment releasing. The client told me that the remitter issue similar payments every week during early morning, but the bnf doesn't get the funds in time. Of course, I tried to get more information from client immediately and found the exact problem. Therefore, I e-mailed to the local client services to contact the remitting bank to correct the payment format. After monitoring the further payments, we resolved the problem.
