Self-service and Online Banking
- Kristafanie Somers
Overview
QFD supports integration that allows account holders to initiate dispute claims and check on existing claims using their online bank account or mobile banking app.
Claim Intake
The account holder's claim creation experience will mirror that of bank employees who capture claims using QFD software.
Questionnaire
When the account holder initiates a dispute claim using the self-service function, they will not need to search for or select an account holder or an account. They will land in the Reason stage and be prompted to select the claim and dispute reason.
Requested Documents
The Documentation Requested screen will display to the account holder when there is a required document for recovery. The following list includes card claim reasons that require documentation:
- Paid by Other Means
- Credit not Received
- Fraudulent Application
The account holder will see this screen after completing the additional questions in the Detail stage. The account holder can upload the required document using the Attach new button, which will open a file browser to their machine.
The account holder can submit the claim without uploading the required document by clicking the Continue button to move to the next screen.
Overrides
Overrides are optional functions that enable intake users to complete various tasks including withholding provisional credit automation, editing the contact date, and many others. Account holders will not have access to overrides and cannot complete these actions.
Case Status
The Case Status screen is the page account holders land on when following up on an existing claim.
Actions
Accountholders and intake users can take action on an existing claim. The actions available to accountholders are configurable.
Accountholders can:
- Request case withdrawn
- Request dispute is reopened
- Upload a new file
- View case notes
- View Case Attachments
- View Communication