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Category

Intake and Communication

Description

Provides an API for account holders to self-serve claim submission using online banking or mobile app

Overview

Provides an API for accountholders to self-serve claim submission using online banking or mobile app. This service enables accountholders to fraud and dispute claims online or using their mobile phone, reducing call volume and increasing accountholder satisfaction. 

How It Works

This API is typically used in tandem with that Case Interaction API, enabling a complete end-to-end experience for accountholders. There are two configuration methods:

  1. Widget powered by Alkami
    Alkami is a platform that provides online banking services to many of our credit union members. Alkami provides an SDK that can be used to develop widget that run on the Alkami platform to extend functionality. Quavo has developed a widget using this SDK so that our create case and status widgets are available to end users within the Alkami online banking system.  

  2. Get Case URL Widget
    Get Case URL is used to place calls in order to retrieve responses directly to the widget. These responses enable accountholders to submit new claims and review their case history, and take actions where enabled. 

Demos

Mobile App

Mobile App Demo.mp4

Online Banking

Selfserve Demo.mp4

Responsibilities

Quavo Responsibilities

  1. Provide client with access to the out of box letter package.

  2. Educate the client on what can and cannot be changed for a given letter and best practices for content changes.

  3. Implement client requested changes into the client's instance of QFD.

Client Responsibilities

  1. Make changes to the letter package in the form of specific paragraph text changes and style guides.

  2. Obtain all necessary approvals for updated content.

  3. Provide updated letter package to Quavo within 30 calendar days of phase kickoff.

Third Party Responsibilities


Success Criteria

Content generated should mirror all changes requested to the letter package.  For each letter changed, generate a sample and test that the appropriate updates were made.

Best Practices

Many clients have difficulty obtaining the necessary approvals to updated content in a timely manner.  Begin this effort very early in the process.

Resources