Brazil, Australia, Zurich Patch 12, Zurich, Yokohama
Standalone Application
Provides capabilities to manage cards and non-cards (ACH) dispute lifecycle:
- Enhanced user experience through guided workflows and real-time visibility
- Faster time to value and streamlined maintenance
- Decision tables for internal banking policies (write-off thresholds)
Provides capabilities to consolidate requests for the Disputes Operations team handling cards and non-cards (ACH) disputes and route them through workflows to the appropriate middle and back-office teams:
- Reduced processing time and increased customer satisfaction (CSAT)
- Simplified credit card blocking and credit limit processes
- Managed credit card openings and closings on one platform
Card dispute management:
- Enables agents to create and manage dispute cases for personal and business debit and credit card accounts.
- Enables agents to create and manage ACH dispute cases (non-cards) for both personal and business deposit accounts.
- Implements a four-eyes policy for approval.
- Provides landing pages for dispute agents and dispute managers.
- Includes preconfigured email templates for sending notification emails.
- Offers end-to-end dispute management with Visa, enhancing transparency and enabling faster resolution.
Card operations:
- Manages customer credit card requests.
- Provides predefined workflows for:
- New Credit Card
- Increase Credit Limit
- Decrease Credit Limit
- Block Credit Card
- Unblock Credit Card
- Close Credit Card
- Features a dedicated workspace for credit card agents.
- New
- Card dispute intake now offers three more Mastercard fraud type options, so agents can pick the fraud type that matches the case.
- A Colombia-specific claim question about payment reversion has been added for Mastercard fraud disputes, so the case captures the information Colombian regulations require.
- Fixed
- The review intake step no longer runs more than once for the same dispute, and transactions already sent to the payment network are no longer resubmitted.
Not applicable for this application version. For more information, please see
Application Runtime Policy
- Installation:
- Financial Services Card Operations is dependent on Financial Services Operations Core, Financial Services Credit Assessment, Financial Services Document Management, and Customer Service.
- Permissions and roles:
- System administrator (admin) role is needed for the installation.