— COMMERCIAL —
Customer Service for Financial Services Microjourneys
These Microjourneys™ enable escalations and reviews, as well as investigations and approvals, making processes more convenient for users.
Featured Microjourneys
CUSTOMER SERVICE FOR FINANCIAL SERVICES (COMMERCIAL)
Service Excellence – Self Service Payment Inquiry
This use case enables banks to bridge the gap between robust multi-channel customer interactions and back-office payments investigation processes. Overview | Configuration
CUSTOMER SERVICE FOR FINANCIAL SERVICES (COMMERCIAL)
Payment Approval
This use case enables banks to proactively notify Chief Financial Officers (CFOs) and Treasurers of potentially fraudulent or exceptional payments. Overview | Configuration
Additional Microjourneys
Update Organization Details
View and maintain information associated with a business unit including name, tax ID, etc.
Update Organization Address
View and maintain address information associated with a business unit.
Update Organization Communication Details
View and maintain communication information associated with a business unit.
Statement Inquiry
Look up statements for a time period on behalf of a customer, and initiate an inquiry on a specific statement line item.
Close Account
Initiate account closing and present retention offers.
Fee Inquiry
Provides information and decisioning on why a fee was charged and whether it could be refunded. For more information, see Fee Inquiry.
Manage Entitlements
Verify and add signers eligible to access an account upon the customer’s request.
Request Checks
Request printed checks.
Statement Copy
Submit a statement copy request on behalf of a caller.
Payment Inquiry
Inquiry into an account regarding specific transactions and escalate to a back office payments investigator where appropriate.
Transfer
Transfer money across accounts within the institution or across institutions.
Lockbox Missing Batch File
Receive a report of a missing lockbox batch deposit and initiate an investigation.
Lockbox Missing Payment
Receive a report of a missing lockbox payment and initiate an investigation.
Lockbox Proof Error
Receive a report of a proof error and initiate an investigation.
ACH Duplicate Posting
Search for duplicate ACH postings on behalf of a customer.
Letter of Guarantee Inquiry
Check on status or confirm the existence of a commercial letter of guarantee.
Co-Browse with Customer
Allows agents to provide support to the customer by reviewing their actions in conjunction with the customer on their self-service portal.
File a Complaint
Provides a guided process for capturing and resolving complaints.
General Service Request
Create a generic service item; use this process to capture and route work when an automated workflow has not been created.
Send Literature
Request for documentation on products and services offered by the institution.
Suggested Offers
Present cross-sell and other offers to a customer.