The Utah release includes some compelling developments to Financial Services Operations for Banking, including a new application for simple and timely fraud resolution, a new strategic out-of-the-box integration to drive seamless client servicing, and a curated dashboard built specifically to equip branch managers with a holistic view of their business.
Facilitate fraud resolution with connected technology and teams
Intelligent Servicing for Fraud:
Intelligent Servicing for Fraud, a new application in the Utah release, is dedicated to simple and timely fraud resolution. The application facilitates the resolution of a large landscape of financial services related fraud and suspicious activities including transaction fraud, digital payments fraud, credit card fraud, account takeover, and more by creating interoperability between customer service systems, fraud departments and financial systems of record. Some of the impactful benefits banks will see from Intelligent Servicing for Fraud include:
- Provide full transparency by allowing customers and back-end systems to initiate cases, investigate alerts triggered from fraud detection systems, prioritize high-impact issues to help reduce financial losses, and remain compliant with embedded SLA tracking
- Reduce pain points such as email-based communication, difficult case tracking, and manual case updates by enabling interoperability between disparate systems and teams
- Streamline processes with decision-making automation through business rule engines and playbooks and connect fraud cases across all lines of business to obtain insights and identify patterns
Provide seamless client servicing with real-time visibility into accounts and transactions
Jack Henry Integration:
Financial Services Operations for Banking now offers an out-of-the-box integration with Jack Henry, a leading core banking system provider for the financial services industry. This new out-of-the-box integration with Jack Henry’s jXchange will benefit banks in numerous ways, including:
- Reduce development effort and increase speed to market with a pre-built integration that can be triggered by any workflow
- Increase customer satisfaction by quickly providing the right information in real-time
- Improve employee efficiency and resolve customer issues from a single view by enabling quick access to customer profiles, account information, and transaction details to fulfill requests
Empower branch managers with visibility across business domains
Branch Manager Dashboard:
Many branch managers lack visibility into important metrics such as how a branch is performing, which services are consuming more resources, and where they are over or understaffed. With the Branch Manager Dashboard, branch managers are provided with a holistic view of branch operations through real-time dashboards built specifically for their role. Utilizing this feature, banks can now easily perform key business functions such as:
- Provide branch managers with a holistic view of branch operations
- Raise requests on clients’ behalf and connect the branch directly to middle and back-office teams to address requests, providing connectivity across teams to better serve customers
- Equip corporate HQ with a view of performance to identify opportunities for training and resource planning
- Discover opportunities for improvement with actionable insights around how service requests have been trending over time
Learn more:
In addition to these key enhancements, banking customers also benefit from additional new and impactful features including Omnichannel Callback, Google Business Messages, and Real-time voice transcription with Amazon Connect. To learn more about these features, check out the Customer Service Management blog.
For more information on Financial Services Operations for Banking, visit the product page.
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