1411 Keep up with increasing Regulation E transaction ...

[Pages:12]Keep up with increasing Regulation E transaction dispute volumes

Don Edman ? Sr. Operations Director, FIS David Smith ? Pres. and COO, Savana Steve Lucas ? VP Sales, Savana May 24, 2017

Workflow Defined

? What is workflow and business process management?

? Configure and model business processes without traditional software development timelines and costs

? Manage both human and system tasks

? Orchestrate process steps and services ? Transform person-bound knowledge into repeatable

business rules

? Measure and monitor all steps for compliance and performance to enforce service level agreements

? Quickly change, optimize, adapt operational processes

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FIS nGage for Customer Service

Multi-channel contact, case and process management for call center and back office operations.

Channels

Systems & Process

Branch

Banking Core

Contact Management Case Management Offer Management Opportunity Management

Call Center

Solution Framework Services

Correspondence Integration Office

Email

Generation Adapters Integration Integration

IVR and CTI

Outsourced Services

Online

BPM Platform Tools and Services

User

BPM

Document Reporting Security and

Experience Engine Management Services Administration

Regulatory And Audit

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FIS nGage for Customer Service

Dynamic Case Management

Case Management Scenarios

? Case management integrated with core processing system

? Fraud / investigation cases

? Transaction disputes ? Reg E/Z

? Exception processing and handling

? Complaint case management and resolution / reporting

? Account maintenance & makerchecker

? Regulatory compliance cases or audit functions

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nGage Call Center Desktop

Workflow usage in the call center

? Initiate customer session

? IVR / CTI Integration ? Customer search and verification ? Entry scripting

? Review customer account relationships

? Real-time account and relationship detail ? Contact and case/workflow history ? Real-time documents, statements, and correspondence

? Capture intra-call contact events and requests

? Inquiry events ? Workflow case initiation for back office ? Orchestration of `desktop' tasks and applications ? Task and request automation with real-time integration to core system(s) ? Offer presentment and sales opportunity capture ? Call wrap-up scripting

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nGage Workflow and Case Management

Workflow usage in the back office

? Case creation from multiple channels

? Call center, back office, core system events, integration with front-end mobile/web channel via API

? Cases are routed to automated or human tasks (or a combination of both, rules-based flow)

? Simple and complex flow management ? Exception handling for automated tasks ? Multi-system orchestration of tasks and automation

? All cases managed with defined SLAs, escalations, and work distribution security and rules

? Full audit trail is captured and preserved ? Automated status notifications and

correspondence

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nGage Regulated Process Solutions

(aka Complaint Management)

Manage complex, regulated processes such as Consumer Complaints

? Packaged vertical process solutions

? Compliant with CFPB and other regulatory agency rules and guidelines

? Easily integrated with core systems and channel applications

? Integrated with CFPB online complaints database

? Manages process from capture, consumer response, regulatory analysis and compliance review

? Combines all complaint data and supporting artifacts to streamline audits and reviews

? Robust reporting and trend analysis

Regulatory And Audit

Online Branch

Call Center

API

Complaint Submission

Response Management

Resolved?

No or Yes

Compliance Review

Yes

Fair Lending Review

Complaint Analysis

Response

Legal Closure

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Workflow Optimization at FIS

? FIS Back Office Services utilizes workflow to drive operational efficiencies and provides management tracking and reporting

? nGage ? workflow, case management, and business process management solutions for retail banking, payments, and lending

? Many successful deployments of nGage Contact and Case Management/Workflow with FIS in retail banking

? Pre-packaged, vertical process solutions for Financial Services ? Call Center, Back Office, Complaints Management and Reg-E Case Management

? Integrated with multiple FIS cores and platforms in retail banking, payments, and lending

? Savana has been a strategic partner since 2009 ? FIS is authorized reseller of nGage platform

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