Exploring Financial Services Payment Operations

You can use the ServiceNow® Financial Services Payment Operations application to create and manage requests for payment inquiries, claims, and debit approvals for your financial institution.

Transform your financial institution's middle and back office payment operations through the following features:

Payment inquiries

The application enables creating the following types of payment inquiries:

• Beneficiary Claim Non-Receipt (BCNR): The customer has sent a payment but the recipient claims that they didn't receive the money. These inquiries can be internal or external.
• Payment in Error (PiE): The customer made a mistake when sending a payment and is trying to retrieve the money.

Payment claims and debit approvals

The application enables creating these types of claims:

• Internal claims: The claim comes from a customer of the bank either from an inquiry or through a front-office worker (branch or call center). For internal claims, the refund can come internally from the bank – by a customer or the bank itself, or externally from a third-party bank.
• External claims: The claim comes from a third-party bank. For external claims, the refund is always made internally by the bank – by a customer or the bank itself.

Debit approval cases help to get approval from customers for a refund against claims.

Targeted users

The Financial Services Payment Operations application is aimed at the following users:

• Administrator: Responsible for configuring the Financial Services Payment Operations application.
• Fulfillers: Agents in a bank's middle or back office of financial institutions who work with payment operations, such as inquiries and claims that come into Payment Services.
  • Inquiry agents
  • Claim agents
• End users: Customers and branch workers (or call center agents) who submit payment requests and check the status of cases.

Payment dashboard

Using actionable data visualizations in a preconfigured dashboard, you can improve your business processes and quantify the value of self-service. For more information, see Payment Operations dashboard.