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| Stage | Feature | Feature Description | More Details | ||
|---|---|---|---|---|---|
| Collect | Multi-Channel Intake | The intake workflow is designed to support any channel, including Start or resume a claim in online banking, mobile banking, front office, back office and banking center. A claim can be started in one channel and finished in another and all users see consistent information. or branch. | |||
| Collect | Unified Intake Workflow | Customers can dispute Support all transaction types (ACH, ATM, Check, Credit, Debit, P2P and Wire) in a single system, with a consistent, user-friendly workflow. QFD has support for the following transaction types: ACH, ATM, Check, Credit, Debit, P2P and Wire. | |||
| Collect | Supporting Documentation | Document dependencies Ensure necessary documents are collected up-to-date with association mandates to ensure that customers are notified, up front, of any required documents. Documents can be attached during the intake process. If the document is not attached, the acknowledgement letter will remind the customer to send the documentation and will include any required forms. When integrated with a print service that supports return mail, a return mail envelope is automatically included. | |||
| Collect | Correspondence Preferences | Support is included for print services, local printing, email and secure messaging. The system can be configured to evaluate data, such as contact information and opt-in indicators to determine what correspondence channels are allowed. | |||
| Collect | Disclosures | A disclosure is provided when the claim is submitted. The disclosure automatically includes information about regulatory time frames and any Disclosure are dynamically generated and include information about resolution time and any initial interaction automation that is applied in the initial interaction. This information is also included in the acknowledgement letter that is generated.. | |||
| Collect | External Case Status Widget | Case status an relevant case actions are communicated via an easy to understand case status widget. By exposing this widget to user groups, such as front office and customer portals, these users can interact with the claim by adding notes, attaching documents and withdrawing the case. These actions generate assignments in the back office to prompt a user to review this new information and move the case forwardClearly communicates case status and key actions taken and allows external users, such as customers, front-office, or branch users, to interact with the claim. | |||
| Collect | Duplicate Dispute Detection | Detect and prevent duplicate disputes. | |||
| Enhance | Pending Transactions | Built in support for including Monitor pending transactions in a claim . The Pending Transaction flow will and automatically check the system of record periodically to check for postings and uses comprehensive matching logic to automatically match authorization and clearing records.evaluate for matches. | Pending Transactions | ||
| Enhance | Enrichment | Retrieve additional transaction details directly from the card network. | |||
| Analyze | Provisional Credit Automation | Pre-configured decision tables enable you to establish business rules that are evaluated to perform automated provisional credit decisions and actions. | |||
| Analyze | Fee Maintenance | Automatically detect fees that require review and perform fee maintenance. | |||
| Analyze | Merchant Collaboration | Automatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction. | |||
| Analyze | Merchant Credit Checking | Automated checks for merchant credit allow claims to be resolved before resorting to a chargeback. | |||
| Analyze | Automated Risk Index | Generate a rule-based risk score and suggested resolution to reduce manual workload. | |||
| Analyze | Chargeback Rules | Automated claim evaluation to determine if the disptue dispute is within chargeback time-frames and all the necessary information and documentation has been provided. | |||
| Analyze | Chargeback Automation | Pre-configured decision tables enable you to establish business rules that are evaluated to perform automated chargeback decision and actions. Additionally, with direct integration with Visa and Mastercard, most of the administrative work involved in recovery is handled by the systemAutomated chargeback and representment decisions, as well as actions via Visa and Mastercard. | |||
| Analyze | Regulatory | ||||
| Analyze | Decision Review | Conditionally require additional approvals for Provisional Credit, Deny and Write Off decisions. | |||
| Analyze | SAR Requirement Detection | Evaluates claim behavior to determine when a Suspicious Activity Report may be required and facilitates the reporting process. | |||
| Execute | Dispute Status Maintenance | Built in connectors for placing transactions in dispute status. | |||
| Execute | Accounting | Simple and transparent accounting . Preframework with pre-built connectors are available for most common accounting services. Batch , as well as batch file and manual accounting are also supportedsupport. | |||
| Execute | Credit Bureau Maintenance | Update credit card trade line reporting status. | |||
| Execute | Dispute Status Maintenance | Add and remove transactions from dispute status for accurate minimum payment and interest calculations during the dispute. | |||
| Execute | Card Maintenance | Report cards lost or stolen and reissue plastics. | |||
| Execute | Fraud Reporting | Automated reporting to the major associations. User prompts for smaller networks.Analyze | |||
| Decision Review | Conditionally require additional approvals for Provisional Credit, Deny and Write Off decisions. | Tools | Accounting Tool | Easily view, reconcile and perform accounting all in one convenient tool. See Accounting Tool for more details. | |
| Tools | Communication Hub | See all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool. | |||
| Tools | Reporting | Real-time reporting for managers with full drill-down and export functionality. | |||
| Tools | Statement Viewer | View and download account statements directly from the case. | |||
| Navigation | Role-Based Portals | Information and functionality is limited based on user role, with out-of-the-box support for customers, contact centers, branch representatives, analysts, managers, compliance and audit. |