Stage | Feature | Feature Description | More Details |
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Collect | Multi-Channel Intake | Start or resume a claim in online banking, mobile banking, front office, back office or branch. |
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Collect | Unified Intake Workflow | Support all transaction types (ACH, ATM, Check, Credit, Debit, P2P and Wire) in a single system, with a consistent, user-friendly workflow. |
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Collect | Supporting Documentation | Ensure customers are aware of required documentation up-front and let the system handle the waiting. |
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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. |
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Collect | Disclosures | Disclosure are dynamically generated and include information about resolution time and any initial interaction automation that is applied. |
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Collect | External Case Status Widget | Clearly communicates case status and key actions taken and allows external users, such as customers, front-office, or branch users, to interact with the claim. |
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Collect | Duplicate Dispute Detection | Detect and prevent duplicate disputes. |
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Enhance | Pending Transactions | Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | authorizations |
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| Authorizations |
Enhance | Enrichment | Retrieve additional transaction details directly from the card network. |
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Analyze | Initial Interaction Decision | Introduce automation during initial contact with the customer, such as issuing temporary or permanent credit or escalating the case for special review. |
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Analyze | Provisional Credit Automation | Pre-configured decision tables enable rule-based provisional credit decisions and automated actions. | Provisional Credit |
Analyze | Fee Maintenance | Automatically detect fees that require review and perform fee maintenance. |
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Analyze | Merchant Collaboration | Automatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction. |
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Analyze | Merchant Credit Checking | Automated checks for merchant credit allow claims to be resolved before resorting to a chargeback. |
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Analyze | Automated Risk Index | Generate a rule-based risk score and suggested resolution to reduce manual workload. | Automated Reasonable Investigation Agent |
Analyze | Chargeback Rules | Automated claim evaluation to determine if the dispute is within chargeback time-frames and all the necessary information and documentation has been provided. |
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Analyze | Chargeback Automation | Rule-based decision points at each step in the recovery process, as well as direct integration with Visa and Mastercard. |
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Analyze | Regulatory Compliance | Ensure that regulatory dates are never missed with easy-to-monitor dates and automated service level agents. | Regulatory Service Level Agreements |
Analyze | Decision Review | Conditionally require additional approvals for Provisional Credit, Deny and Write Off decisions. |
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Analyze | SAR Requirement Detection | Evaluates claim behavior to determine when a Suspicious Activity Report may be required and facilitates the reporting process. |
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Execute | Dispute Status Maintenance | Built in connectors for placing transactions in dispute status. |
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Execute | Accounting | Simple and transparent accounting framework with pre-built connectors for common accounting services, as well as batch file and manual accounting support. |
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Execute | Credit Bureau Maintenance | Update credit card trade line reporting status. |
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Execute | Dispute Status Maintenance | Add and remove transactions from dispute status for accurate minimum payment and interest calculations during the dispute. |
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Execute | Card Maintenance | Report cards lost or stolen and reissue plastics. |
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Execute | Fraud Reporting | Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | Fraud Reporting |
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| Fraud Reporting |
Execute | Stop Payments | Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | Stop Payment Flow |
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| Stop Payment Flow |
Tools | Accounting Tool | Easily view, reconcile and perform accounting all in one convenient tool. See Accounting Tool for more details. |
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Tools | Communication Hub | See all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool. |
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Tools | Reporting | Real-time reporting for managers with full drill-down and export functionality. |
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Tools | Statement Viewer | View and download account statements directly from the case. |
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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. |
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