Key Features

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.
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.
Collect	Supporting Documentation	Ensure customers are aware of required documentation up-front and let the system handle the waiting.
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.
Collect	Disclosures	Disclosure are dynamically generated and include information about resolution time and any initial interaction automation that is applied.
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.
Collect	Duplicate Dispute Detection	Detect and prevent duplicate disputes.
Enhance	Pending Transactions	Monitor pending transactions in a claim and automatically check for postings and evaluate for matches.	Authorizations
Enhance	Enrichment	Retrieve additional transaction details directly from the card network.
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.
Analyze	Provisional Credit Automation	Pre-configured decision tables enable rule-based provisional credit decisions and automated actions.	Provisional Credit
Analyze	Fee Maintenance	Automatically detect fees that require review and perform fee maintenance.
Analyze	Merchant Collaboration	Automatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction.
Analyze	Merchant Credit Checking	Automated checks for merchant credit allow claims to be resolved before resorting to a chargeback.
Analyze	Automated Risk Index	Generate a rule-based risk score and suggested resolution to reduce manual workload.	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.
Analyze	Chargeback Automation	Rule-based decision points at each step in the recovery process, as well as direct integration with Visa and Mastercard.
Analyze	Regulatory Compliance	Ensure that regulatory dates are never missed with easy-to-monitor dates and automated service level agents.	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.
Execute	Dispute Status Maintenance	Built in connectors for placing transactions in dispute status.
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	Credit Bureau Maintenance	Update credit card trade line 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.
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.
Tools	Communication Hub	See all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool.
Tools	Reporting	Real-time reporting for managers with full drill-down and export functionality.
Tools	Statement Viewer	View and download account statements directly from the case.
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.