| 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 DocumentationEnsure customers are aware of required documentation up-front and let the system handle the waiting. | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Supporting Documentation |
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| Supporting Documentation |
| 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. | Correspondence Correspondence Preferences |
| Collect | Disclosures | Disclosure Disclosures 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 WidgetClearly communicates case status and key actions taken and allows external users, such as customers, front-office, or branch users, to interact with the claim. | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | External Case Status |
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| External Case Status |
| Collect | Duplicate Dispute Detection | Detect and prevent duplicate disputes. | Dispute Transactions |
| Enhance | Pending Transactions | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | authorizations |
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| Authorizations |
| Enhance | Enrichment | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Auto Enrichment |
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| Retrieve additional transaction details directly from the card network.Auto Enrichment |
| Analyze | Initial Interaction Decision | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Initial Interaction Decision |
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|
| Introduce automation during initial contact with the customer, such as issuing temporary or permanent credit or escalating the case for special review.Initial Interaction Decision |
| Analyze | Provisional Credit Automation | | Multiexcerpt include |
|---|
| MultiExcerptName | Description |
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| PageWithExcerpt | Provisional CreditInvestigation |
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| Investigation |
| Analyze | Fee Maintenance | Automatically detect fees that require review and perform fee maintenance. This maintenance includes refunding fees and making the appropriate adjustments for reversed fees. | Refund Fee Reserve Fee Adjustments |
| Analyze | Merchant CollaborationAutomatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction.Collaboration | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Collaboration |
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| Collaboration |
| Analyze | Merchant Credit CheckingAutomated checks for merchant credit allow claims to be resolved before resorting to a chargeback. | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Merchant Credits |
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| Merchant Credits |
| Analyze | Automated Risk Index | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | 2020-12-07_21-03-10_Automated Reasonable Investigation Agent |
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| 2020-12-07_21-03-10_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. | Recovery, Review Chargeback Preconditions |
| Analyze | Regulatory Compliance | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| 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. | Analyze | SAR Requirement Detection | Evaluates claim behavior to determine when a Suspicious Activity Report may be required and facilitates the reporting process. | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Approvals |
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|
| Approvals |
| Execute | Dispute Status MaintenanceBuilt | -in connectors for placing transactions in dispute status.| Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Dispute Status Maintenance |
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| Dispute Status Maintenance |
| 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. | Execute | Credit Bureau Maintenance | Update credit card tradeline 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.| Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Accounting |
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| Accounting |
| Execute | Credit Bureau Maintenance | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Credit Bureau Maintenance |
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| Credit Bureau Maintenance |
| Execute | Dispute Status Maintenance | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Dispute Status Maintenance |
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| Dispute Status Maintenance |
| Execute | Card Maintenance | | Multiexcerpt include |
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| MultiExcerptName | Description |
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| PageWithExcerpt | Account Block and Reissue |
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| Block and Reissue |
| 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 |
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| Stop Payment |
| Tools | Accounting Tool | | Multiexcerpt include |
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| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Accounting Tool |
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|
| Easily view, reconcile and perform accounting all in one convenient tool. See Accounting Tool for more details. |
| Tools | Communication HubSee all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool. | | Multiexcerpt include |
|---|
| MultiExcerptName | Description |
|---|
| PageWithExcerpt | Communication |
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| Communication |
| Tools | Reporting | Real-time reporting for managers with full drill-down and export functionality. | Legacy Reporting |
| Tools | Statement Viewer | View and download account statements directly from the case. | View Statements |
| Navigation | Role-Based Portals | Information and functionality is are 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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