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 necessary documents are collected up-front. 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 | . 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 | Monitor pending transactions in a claim and automatically check for postings and evaluate for matches. | Pending Transactions | Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | authorizations |
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| Authorizations |
Enhance | EnrichmentRetrieve additional transaction details directly from the card network. | Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | Auto Enrichment |
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| 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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| Initial Interaction Decision |
Analyze | Provisional Credit AutomationPre-configured decision tables enable you to establish business rules that are evaluated to perform automated provisional credit decisions and actions | . Multiexcerpt include |
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MultiExcerptName | Description |
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PageWithExcerpt | Investigation |
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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. | 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 IndexGenerate a rule-based risk score and suggested resolution to reduce manual workload. | 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 | Automated chargeback and representment decisionsRule-based decision points at each step in the recovery process, as well as actions via direct integration with Visa and Mastercard. | Recovery, Review Chargeback Preconditions |
AnalyzeRegulatory | 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 batch file and manual accounting support. | Execute 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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| Update credit card trade line reporting status.Credit Bureau Maintenance |
Execute | Dispute Status MaintenanceAdd and remove transactions from dispute status for accurate minimum payment and interest calculations during the dispute. | 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 | Report cards lost or stolen and reissue plastics. | Execute | Fraud Reporting | Automated reporting to the major associations. User prompts for smaller networks. | Tools | Accounting Tool | Easily view, reconcile and perform accounting all in one convenient tool. See Accounting Tool for more details. | 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 |
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PageWithExcerpt | Accounting Tool |
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| Accounting Tool |
Tools | Communication HubSee all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool. | Multiexcerpt include |
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MultiExcerptName | Description |
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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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