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15.2.1
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 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-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 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
- A merchant price difference indicator field was added to consumer dispute forms, allowing agents to capture and track price discrepancies reported by merchants during the dispute process.
- Filtering logic was added to identify undisputed financial transactions for a given set of transactions, enabling more accurate fraud detection in the CE3 fraud filter.
- Fixed
- The Visa and Mastercard network UI policies on the authorization screen no longer interfere with each other. Previously, selecting one network would incorrectly hide fields and reset values intended for the other network; each policy now applies only to its own network.
- A race condition in the Review Intake screen was eliminated. The "Continue" button previously had a 2–3 second delay before hiding the "Modify Transactions" and "Dispute Reason" buttons, leaving a window where users could modify data and cause inconsistencies. Buttons are now hidden instantly on click, and validation errors are surfaced in dismissible alerts that re-enable the buttons for correction.
- The waiver/insurance status UI policy condition was corrected to use the goods_services_not_provided dispute reason, ensuring the field shows and hides under the right circumstances.
- Changed
- Updated internal application components to support ongoing platform enhancements
Not applicable for this application version.
- 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.