Manage disputed transactions, adjustments, customer claims and legal mandates at your bank with greater efficiency and control.
OVERVIEW
Hi. I'm Monica Carter. I am the finance IT, CIO at Huntington National Bank. We carry all of the modules under UCM with the exceptions of collections, and I'm happy to report that.
So with the adoption of the legal module, which was our first under the new, universal case manager, the existing or legacy product we had was, pretty much, I would say, developer created, and that was supporting of our child support garnishment levy platform. Bringing that onto an enterprise class product has allowed for efficiencies, scalability, and growth of the platform.
The adjustments platform, which is our second of the new products that we've taken on, has solved a lot of issues. The adjustments, module helped us with automating that front office, back office communication workflows. It allowed us to add additional, forecast capabilities, additional scalability as well. So both of those modules together have helped provide a lot of efficiencies, not just for our front office customers, but our back office customers as well.
I would say the largest value has been the speed to market on the updates.
The value that we see as far as the technical organization providing to our business customers is getting value quicker.
And these products and the changes, the updates, and partnering with Deluxe have allowed us to get value to our end users quicker. Our staff, in a sense, as far as our front office and back office, they want to leverage newer technologies.
And being able to have, workflows that's presented in a way that it's not what we call legacy green screens, which is mainframe based, has been something that's actually part of the retention piece for customers and colleagues alike that they're working on latest and greatest technologies that are enterprise class.
Collaborative.
The collaboration has been superior.
This team leans in. This team understands where we're at as far as what I call our now next later, where we are now, where we're looking at next, and then what's on our horizon, which some people may call their road map.
This team gets it, and they've got it for some time.
As electronic payments and eCommerce proliferate, so do disputes, adjustments and legal issues. Tracking, researching and resolving suspect transactions, court-ordered mandates and other cases can be a major drain on your bank’s back-office resources. The wrong platform and processes can put you at unnecessary risk for missed deadlines, subpar customer service and even fines and losses.
If you still rely on basic systems or manual processes for case management in banking, it may be time to upgrade your experience. Case Management from Deluxe (formerly TRIPS®) provides an all-in-one resource that helps simplifies tracking, communication and resolution of even the most complex cases.
Case Management increases your control, improves customer service, streamlines your activities and maximizes your back-office efficiency. It’s a completely digital experience that lets you use your internal resources wisely, comply with regulations and keep valued customers in the know. Best of all, with the flexible scripts, guided workflows and customizable features of Case Management, you’ve got a platform you’ll never outgrow.
FEATURES & BENEFITS
Case Management takes the legwork out of tracking, communications and compliance for banks of all sizes.
Case Management puts you in control. Plug-and-play simplicity and customizable interfaces get you up-and-running fast, without extensive IT involvement or programming.
Review and process more cases in less time with the completely digital workflow in Case Management. Consolidate necessary information to a single interface so you can meet required deadlines and use internal resources wisely.
Never miss a hand-off or waste time digging for information. Case Management connects your customer service team, back-office staff and select external partners with automated, two-way information sharing. Improve customer satisfaction with immediate access to up-to-date details on every case.
Improve productivity and increase visibility when your bank manages all case management activity through a single system. From subpoenas dropped off at branches and inquiries received by mail, to payment disputes and transaction adjustments, Case Management can digitize, track and streamline all prescribed activity in a central solution.
KEY FEATURES
Case Management lets you design the solution your bank needs. Create your own transaction-specific question/answer scripts. Adjust digital workflows. Set timelines to meet required deadlines. Deluxe collaborates with every customer to help you adapt the application to achieve your goals.
Case Management makes communication, escalation, notifications and resolution a snap. Integrate with Deluxe Item Processing applications, external platforms and core bank systems for exceptional efficiency. Automate case transmissions with the Federal Reserve, The Clearinghouse and other partners, including Documents to Follow (DTF).
Document important legal and payment industry regulations in a single location to save time. Ready access to these critical guidelines ensures even less experienced staff can work effectively.
Some disputes can take months or even years to resolve; poor tracking can waste staff time and even risk significant losses. Case Management automatically logs every search and action by your staff, and stores all case-related communications securely.
Case Management supports consistent results, no matter which bank employee handles a case. Guided workflows provide step-by-step direction based on activity type, legal requirements and your bank’s preferences, eliminating guesswork for back-office staff.
Resolve court-mandated levies, garnishments and other financial settlements quickly and correctly with sophisticated business rules that recommend the right amounts and accounts for reserving funds.
DOWNLOADS
HOW IT WORKS
Case Management creates a single digital repository for all relevant data, images, documents and progress updates related to disputed transactions, adjustments, legal mandates and other banking cases.
Case Management streamlines every step for your staff. An intuitive user interface and built-in workflows guide required actions. A central knowledgebase captures best practices and industry regulations. Detailed audit trails reduce your risk compared to manual processes.
Case Management connects seamlessly across your operations to support all the notifications you need, from case tracking and customer communications to core system updates, financial adjustments and fee calculations.
Case Management
Enter your information below to learn more about Case Management from Deluxe.
In Case Management, operations staff will process case questions, actions and milestones within the case until final resolution.
Whether used in customer service or to support fraud and compliance investigations, Case Management helps banks automate business processing, capture, store and share documentation and track the progress of each case.
Case Management arms your bank with powerful technology to streamline workflow, increase efficiency, improve customer service and lower risk.
Yes. Deluxe Case Management is a flexible and customizable platform that your bank can implement as individual modules or integrate for end-to-end case management support.
The Case Management — Legal application supports your bank’s workflow and tracking requirements for garnishments, levies and subpoenas related to customer accounts.
The Case Management — Dispute module uses a smart electronic workflow to guide bank staff through the activities necessary to resolve payment disputes. It keeps cases on track, improves customer service and strengthens your compliance with Reg E (electronic transactions) and Reg Z (consumer lending) requirements.
Case Management can handle nearly any type of transaction error that uses a workflow, such as: encoding errors, missing or duplicate deposits, unauthorized transactions, enclosed not listed transactions and legal requirements such as subpoenas, garnishments or levies.
