Understanding Every Role
Understand what each Passport role owns — and what it should never handle.
Most cross-team friction comes from one role doing another role's job with good intentions.
Knowing the boundaries makes you faster, not smaller.
The customer gets a correct answer the first time instead of a confident wrong one.
What each role owns
Boundaries make you faster, not smaller
A confident wrong answer costs the customer more than a fast, honest transfer.
Role cards
Flip each role card
Front is the role. Back is what it owns, where it escalates, and how it works best.
Who owns this?
Who owns this?
Match each customer situation to the role that owns it.
““There's a charge on my invoice I don't recognise.””
Check your understanding
Who owns setting the customer's expectations about what Membership includes?
Who owns keeping the homeowner's Passport home record accurate over time?
A Membership Concierge is asked to approve a refund outside policy. What should they do?
Know what you own,
and what you must never promise.
You can now…
- State the primary responsibilities of each Passport role
- Identify what a role should never handle
- Name the escalation point for each role
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