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Our customers have told us that these features provide significant value to them.

StageFeatureFeature DescriptionMore Details 
CollectMulti-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. CollectExternal Case Status WidgetCase 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 forward.
, or branch.  
CollectUnified Intake WorkflowSupport all transaction types (ACH, ATM, Check, Credit, Debit, P2P, and Wire) in a single system, with a consistent, user-friendly workflow.  
CollectSupporting Documentation

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Supporting Documentation
CollectCorrespondence PreferencesSupport 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
Document RequirementsCollectDisclosuresA disclosure is provided when the claim is submitted.  The disclosure automatically includes information about regulatory time frames and any automation that is applied in the initial interaction.  This information is also included in the acknowledgement letter that is generated.EnhancePending TransactionsBuilt in support for including pending transactions in a claim.  The Pending Transaction flow will automatically check the system of record periodically to check for postings and uses comprehensive matching logic to automatically match authorization and clearing records.EnhanceEnrichment
Disclosures
Document dependencies are 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.
Disclosures are dynamically generated and include information about resolution time and any initial interaction automation that is applied.  
CollectExternal Case Status Widget

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External Case Status
CollectDuplicate Dispute DetectionDetect and prevent duplicate disputes.Dispute Transactions
EnhancePending Transactions

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Authorizations
EnhanceEnrichment

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Auto Enrichment
AnalyzeInitial Interaction Decision

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Initial Interaction Decision
AnalyzeProvisional Credit Automation
Pre-configured decision tables enable you to establish business rules that are evaluated to perform automated provisional credit decisions and actions.AnalyzeMerchant CollaborationAutomatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction.AnalyzeMerchant Credit CheckingAutomated checks for merchant credit allow claims to be resolved before resorting to a chargeback.AnalyzeChargeback RulesThe system evaluates the claim to determine if

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PageWithExcerptInvestigation

Investigation
AnalyzeFee MaintenanceAutomatically 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

AnalyzeMerchant Collaboration

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Collaboration
AnalyzeMerchant Credit Checking

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PageWithExcerptMerchant Credits

Merchant Credits
AnalyzeAutomated Risk Index

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PageWithExcerpt2020-12-07_21-03-10_Automated Reasonable Investigation Agent

2020-12-07_21-03-10_Automated Reasonable Investigation Agent
AnalyzeChargeback RulesAutomated claim evaluation to determine if the dispute is within chargeback time-frames and all the necessary information and documentation has been provided
and whether the dispute meets chargeback time-frame rules
.
AnalyzeChargeback Automation
Pre

Rule-

configured decision tables enable you to establish business rules that are evaluated to perform automated chargeback decision and actions.  Additionally, with

based decision points at each step in the recovery process, as well as direct integration with Visa and Mastercard

, most of the administrative work involved in recovery is handled by the system.ExecuteDispute Status MaintenanceBuilt in connectors for placing transactions in dispute status.ExecuteAccountingTools

. 

Recovery, Review Chargeback Preconditions
AnalyzeRegulatory Compliance

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PageWithExcerptRegulatory Service Level Agreements

Regulatory Service Level Agreements
AnalyzeDecision Review

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Approvals
ExecuteDispute Status Maintenance

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PageWithExcerptDispute Status Maintenance

Dispute Status Maintenance
ExecuteAccounting

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PageWithExcerptAccounting

Accounting
ExecuteCredit Bureau Maintenance

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PageWithExcerptCredit Bureau Maintenance

Credit Bureau Maintenance
ExecuteDispute Status Maintenance

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PageWithExcerptDispute Status Maintenance

Dispute Status Maintenance
ExecuteCard Maintenance

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PageWithExcerptAccount Block and Reissue

Block and Reissue
ExecuteFraud Reporting

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PageWithExcerptFraud Reporting

Fraud Reporting
ExecuteStop Payments

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PageWithExcerptStop Payment

Stop Payment
ToolsAccounting Tool

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PageWithExcerptAccounting Tool

Accounting Tool
ToolsCommunication Hub

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Communication
ToolsReportingReal-time reporting for managers with full drill-down and export functionality.Legacy Reporting
ToolsStatement ViewerView and download account statements directly from the case.View Statements
ToolsAccounting ToolsEasily view, reconcile and perform accounting all in one convenient tool.  See Accounting Tool for more details
NavigationRole-Based PortalsInformation and functionality are limited based on user role, with out-of-the-box support for customers, contact centers, branch representatives, analysts, managers, compliance, and audit.