— 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.

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