0
12.0.0
Zurich, Yokohama, Xanadu, Washington DC
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 Disputes Operations team handling cards and non-cards (ACH) disputes and route them through workflows to the appropriate middle and back-office teams:
- Reduce processing time and increase Customer Satisfaction (CSAT)
- Simplify credit card blocking and credit limit processes
- Manage credit card openings and closings on one platform
Card dispute management:
- Enables agents to create and manage dispute cases for both 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 4-eyed 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 faster resolution.
Card operations:
- Manages customer credit card requests.
- 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
- Initiation Process:
- Common:
- Introduced unified intake process for card and non-card (ACH) transactions
- Enhanced views in Initiation/Review flow to also support ACH transactions in workspace, portal, and VA
- Added new playbook and decision tables to determine dispute category and reason codes
- Duplicate check logic and messaging when financial transactions have existing dispute cases
- Case triaging framework for automating dispute case prioritization
- Non-cards:
- ACH Email Communication: Pre-defined email templates with e-signature support for customer communication via Written Statement of Unauthorized Debit (WSUD) forms
- Document Management: Added support for WSUD document definitions with attachment components
- New activity for collecting and signing documents in Initiate and Review
- Added questionnaires for ACH dispute handling
- Common:
- Processing:
- Non-cards:
- Introduced end-to-end dispute processing from investigation to closure for ACH transactions
- Defined service level agreements (SLAs) for ACH dispute processes
- New workspace for handling ACH transactions dispute lifecycle
- New Email Templates for communication tasks email
- Cards:
- Defined service level agreements (SLAs) for Mastercard dispute processes
- Changes supporting end-to-end Mastercard integration
- Capability to add documents to a dispute task on workspace
- Non-cards:
- Initiation Process:
- Fixed
- Fixed the transaction closure flow at investigation stage when the decision taken is to write off the dispute amount
- 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.