| Stage | Feature | Feature Description | More Details |
|---|
| 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 |
|---|
| MultiExcerptName | Description |
|---|
| 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 | | Multiexcerpt include |
|---|
| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Provisional Credit |
|---|
|
| 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 | | Multiexcerpt include |
|---|
| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Automated Reasonable Investigation Agent |
|---|
|
| 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 ComplianceEnsure that regulatory dates are never missed with easy-to-monitor dates and automated service level agents. | | Multiexcerpt include |
|---|
| PageWithExcerpt | Regulatory Service Level Agreements |
|---|
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| 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 a batch file and manual accounting support. |
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| Execute | Credit Bureau Maintenance | Update credit card trade line tradeline 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 |
|---|
| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Fraud Reporting |
|---|
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| Fraud Reporting |
| Execute | Stop Payments | | Multiexcerpt include |
|---|
| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Stop Payment |
|---|
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| Stop Payment |
| 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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