Manage Lost or Stolen Card
The Manage Lost or Stolen Card Microjourney™ in Pega Customer Service™ for Financial Services enables customers to report and replace missing cards. Financial institutions require their customers to talk to an agent because they want to review the most recent transactions and, if necessary, start a fraud investigation at the point of contact.
However, this microjourney makes it easy and convenient for customers to self-service a missing card from end to end. The customer is guided through the process of blocking the card at risk, selecting which transactions are suspicious to them, and asking qualifying questions. Customers can choose to send the replacement card to any of their addresses on file, or to a one-time address, which requires extra authentication. Multiple delivery options are also available.
However, this microjourney makes it easy and convenient for customers to self-service a missing card from end to end. The customer is guided through the process of blocking the card at risk, selecting which transactions are suspicious to them, and asking qualifying questions. Customers can choose to send the replacement card to any of their addresses on file, or to a one-time address, which requires extra authentication. Multiple delivery options are also available.
The Manage Lost or Stolen Card Microjourney is available in mobile, self-service, and assisted-service channels.
Web self-service example: Customer uses mobile or web self-service channels to report a lost or stolen card.
Mobile and Web self-service
Self-service is the most convenient channel for customers. The design is responsive, so it works well on mobile devices as well as computer-based web browsers. The process consists of three major steps:
- Blocking the missing card. The customer is made aware that this step cannot be undone.
- Reviewing the recent transaction history, flagging all suspicious transactions, and answering all qualifying questions. Customers are made aware that this is a legal matter and must acknowledge that neither they nor someone they know initiated the transactions, as well as answer other questions required for the fraud investigation system.
- Selecting a delivery address and method. Addresses on file are available for selection as well as a one-time delivery address option. By default, domestic addresses have three delivery options. International addresses have one default delivery option.
Customers review their selections prior to submitting, and are presented with a confirmation screen which shows the next steps. An email is automatically sent to the email address on file.
Assisted Service
Whether a customer requires assistance or prefers to use the help of a CSR who can easily process their request, the assisted-service channel follows the same three major steps as the self-service channel.
Assisted service example: The CSR helps the customer block the lost or stolen card, initiates a fraud investigation if necessary, and then issues a replacement card.
App Studio provides personas, stages and steps, and data objects in one window.
Personas
Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.
Stages and Steps
Stages and steps show the visual path of the business process. The figure below details the stages and steps of this particular Microjourney.
Data Objects
Data objects organize and store the data that your Microjourney requires. These categories of data have fields, field mappings and connections to data sources.
Personas in this Microjourney.
Customer
The card owner who is reporting a lost or stolen card.
Customer service representative
The representative in an assisted channel who helps block a lost or stolen card, initiates a fraud investigation if needed, and issues a replacement card.
Stages and Steps
This Microjourney includes the following stages.
- Eligibility: Determines whether the case can run or whether additional verification is required.
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Intake: Most of the microjourney happens in this stage, where all the information is gathered. To minimize risk, the card is blocked at the beginning of this stage instead of waiting for the Process Request stage to begin.
- Process request stage: A fraud investigation is started, if needed, and the card replacement request is placed in the SOR.
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Resolve: Sends email notification.
Personas
- CSR: Communicates with the customer through Assisted channels to manage the missing card
- Customer: Manages the missing card using self-service channels.
Data Objects
- General Account, Account transactions, Fraud qualification, and shipping options.
Additional Information
See this article for more information about implementing the Manage Lost or Stolen Card Microjourney.
