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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


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


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


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 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.


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

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Get all the details about this product in the Product Overview

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