Keep up with increasing Regulation E transaction dispute volumes
May 24, 2017
Don Edman – Sr. Operations Director, FIS
David Smith – Pres. and COO, Savana
Steve Lucas – VP Sales, Savana
Workflow Defined
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• 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
Multi-channel contact, case and process management for call center and back office operations.
FIS nGage for Customer Service
3
Channels Systems&Process
Branch
CallCenter
OnlineBPMPlatformToolsandServices
BPM
Engine
User
Experience
Document
Management
Reporting
Services
Securityand
Administration
SolutionFrameworkServices
Integration
Adapters
Correspondence
Generation
Office
Integration
Integration
IVRand
CTI
Contact
Managem
ent
Case
Managem
ent
Offer
Managem
ent
Opportunity
Managem
ent BankingCore
Outsourced
Services
Regulatory
AndAudit
Dynamic Case Management
FIS nGage for Customer Service
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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 & maker-
checker
• Regulatory compliance cases or
audit functions
nGage Call Center Desktop
5
• 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
Workflow usage in the call center
nGage Workflow and Case Management
6
• 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
Workflow usage in the back office
Manage complex, regulated processes such as Consumer Complaints
nGage Regulated Process Solutions(aka Complaint Management)
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• 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
ComplaintSubmission
Resolved?
ComplianceReview
FairLendingReview
ComplaintAnalysis
Legal
ClosureResponse
Yes
NoorYes
Branch
CallCenter
Online
RegulatoryAndAudit
API
ResponseManagement
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• 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
Workflow Optimization at FIS
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Within FIS nGage currently is used to power:
Clients
8 Banks for Case Management and Workflow
3,500+ Banks for Dispute Resolutions with Credit Cards
2016 Processing Services Statistics
o 400,000+ calls answered
o 350,000+ Cases
o 900,000+ Transactions
o $100+ Million in transaction value
o 300,000+ inbound documents indexed
o 1M+ response letters generated
Workflow Optimization at FIS
And growing further in 2017!
Come visit us in the Expo Hall
Kiosk 300 I
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©2017 FIS and/or its subsidiaries. All Rights Reserved. FIS confidential and proprietary information.