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Customer Service for Financial Services Microjourneys
These microjourneys provide a single, unified, familiar interface for customer service employees, addressing key customer service functions.
Featured Microjourneys
CUSTOMER SERVICE FOR FINANCIAL SERVICES (RETAIL)
Change PIN
This microjourney enables customers to securely choose and establish a card PIN that can be used immediately, using either IVA-IVR or a chatbot. Additionally, clients can extend this microjourney to meet their specific business needs. | Configuration
CUSTOMER SERVICE FOR FINANCIAL SERVICES (RETAIL)
Manage Customer Circumstance
The Manage Customer Circumstance Microjourney™ in Pega Customer Service™ for Financial Services provides a framework to support complex flows, in which customers can report rare events that require exceptional handling. Overview | Configuration
CUSTOMER SERVICE FOR FINANCIAL SERVICES (RETAIL)
Fee Inquiry
This microjourney enables banks to automate most fee-related interactions through a self-service channel, but route to an agent when a fee waiver is conditional or certain attributes of the customer warrant human interaction. As a result, bankscan benefit from greater overall efficiency and engagement. Overview | Configuration
Additional Microjourneys
Make Payment
Allows customers to repay their bank liabilities. For more information, see Make payment.
Balance Transfer
Transfer a credit card balance from one account to another internal or external account.
Change APR
Allows the CSR to reduce the APR for a set term on an account.
Change Billing Cycle Date
Change the billing cycle date for a credit card.
Credit Line Management
Request an adjustment to the customer’s credit limit.
Dispute Transaction
Create a dispute-transaction case with optional integration to Smart Dispute.
Force and Stay
Allows a Collections Analyst to force an account into collections.
Lost or Stolen Card
Receive a report of a lost or stolen card and reissue a replacement card.
Manage Auto Pay
Set up automatic recurring payments.
Request PIN
Receive and process a request for a new or reset PIN number.
Request New Plastic
Receive and process a request for a new card including for additional card holders on existing accounts.
Statement Copy
Request a statement copy.
Military Benefit
Captures active US Military duty details of a customer and processes his/her eligible accounts under the Servicemembers Civil Relief Act (SCRA).
Bill Pay
Set up single or recurring payments.
Close Account
Close an account and present retention offers to the caller.
Request Checks
Request printed checks.
Transaction Inquiry
Inquiry into an account regarding specific transactions.
Transfer
Transfer funds from one account to another either within the bank or across banks.
Force and Stay
Allows a service provider to force a case into collection outside of the file feed process.
Request 1098
Request to get a Mortgage Interest Statement.
Activate Card
Activate a new credit card.
Travel Notification
Enables customers to notify their bank of upcoming travel plans so that their account(s) will not be locked due to unusual transactions. For more information, see Travel Notification for Retail Banking.
Remove PMI
Submit a request to remove the Private Mortgage Insurance on a qualified loan account.
Request Modification
Allows CSR to capture a request for loan modification.
Manage Collateral
Record details of assets (house, car, etc) used to collateralize a loan as well as their periodic valuations.
Repossession
Account reviews and correspondences to ensure that the asset/collateral can be legally repossessed.
(Re)Schedule Payment Plan
Allows CSR to select from a set of suggested repayment plans for a customer in collections.
Resolve Collections
Provides a CSR the ability to remove the “Collections” status of a Customer once a payment plan or settlement has been completed.
Settlement Offer
Allows the CSR to provide a one-time payment amount to the customer regarding an outstanding account balance.
Special Circumstances
Record special circumstances (military service, natural disaster, death, etc) to a customer’s record.
Transfer to Agency
Provides the Collections Analyst with the ability to transfer a collections case to a third party agency.
Capture Income & Expenditure
Capture income and expense information for a Customer.
Modify Account Links
View and maintain a list of accounts associated with a contact.
Update Contact Addresses
Change the contact’s existing addresses or add a new address and the ability to mark one of them as primary residence.
Update Contact Communications Options
Change the contact’s phone, e-mail, and social media contact information including setting express consent status and primary contact preference.
Update Contact Profile
Change the contact’s personal information, addresses, and communication and verification preferences.
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