Payment Approval
The Payment Approval Microjourney™ in Pega Customer Service™ for Financial Services enables escalation, review, and approval of a payment, making the process more convenient for corporate customers and more efficient for relationship managers.
This use case enables banks to proactively notify chief financial officers (CFOs) and treasurers of potentially fraudulent or exceptional payments.
This use case enables banks to proactively notify chief financial officers (CFOs) and treasurers of potentially fraudulent or exceptional payments.
The Payment Approval Microjourney is available in the web self-service channel.
Web self-service example: commercial bank customers review exceptional payments and either approve or reject them.
Web Self-Service
Web self-service is the primary channel for commercial bank customers to review exceptional payments and either approve or reject them.
- Customer reviews the details of the payment that was flagged by the bank’s fraud detection logic.
- Customer sees the reason why the payment was flagged.
- Customer can choose to stop the payment and request a fraud investigation or approve the payment.
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 image below details the stages and steps of this particular Microjourney.
Data Objects
Data objects organize and store data that your Microjourney requires. These categories of data have fields, field mappings, and connections to data sources.
Personas in this Microjourney.
Customer (Bank Employee)
Chief financial officer or treasurer who approves or rejects exceptional payments.
Stages and Steps
This Microjourney includes the following stages.
- Initiate: Fraud detection logic in the bank’s payments system detects an exceptional payment and initiates the case to request approval from the customer.
- Approve payment: customer using the commercial bank’s web self-service portal reviews the payment and acts to either approve or reject the payment.
- Resolved: stakeholders (such as the relationship manager of the bank) receive a notification and the payment record is updated.
Personas
- Customer who approves or rejects exceptional payments.
Data Objects/Models
- Account transaction, which holds the data related to the payment.
Additional Information
See this article for more information about implementing the Payment Approval Microjourney.
