Financial Services Payment Operations workflow example

The workflows available with Financial Services Payment Operations connect people, departments, and institutions to quickly initiate, research, and resolve the payment errors and missing payments.

The following workflow example shows how the application facilitates payment inquiries, research, and claims resolution, as well as communications with other financial institutions for external payments.

Table 1. Infographic showing how Payment Operations facilitates payment inquiries, claims resolution, and more

1. Initiate a case A customer can report a payment error or missing payment by logging into their account or via email, phone, or chat to initiate a case. This case provides a digitized, single system of engagement for all contacts (mobile, web, and phone), tasks, and actions taken, from issue initiation to resolution. 2. Intake and assign Once the case is initiated, a workflow is triggered automatically or by an agent that validates the information about the transaction and the customer and routes the inquiry to the appropriate middle and back office payment teams. 3. Investigate An inquiry agent can review any customer details or payment details within the system of engagement, without needing to do any research across systems, and take action if the claim is eligible for reversal. A claim agent can manage all interactions with the payment recipient and/or external financial institutions. Tasks and status are tracked in the case and notifications are sent automatically to try to recover funds and take corrective action. 4. Resolve A communication to the customer lets them know that the issue is resolved, and prompts a satisfaction survey. 5. Provide audit trail All the data and timelines are captured in the case, eliminating the need to manually pull that information when needed for reports or audits to support compliance requirements.

For more information on each task in the workflow, see:

• Managing payment inquiries
• Managing payment claims and debit approvals