Keep up with increasing Regulation E transaction dispute volumes

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Theodore Stafford
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1 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

2 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 2

Channels Systems & Process Branch Banking Core Call Center Solution Framework Services Outsourced Services Correspondence Generation

3 Contact Management Case Management Offer Management Opportunity Management 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 Call Center Solution Framework Services Outsourced Services Correspondence Generation Integration Adapters Office Integration Integration IVR and CTI Online User Experience BPM Platform Tools and Services BPM Engine Document Management Reporting Services Security and Administration Regulatory And Audit 3

4 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 4

5 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 5

ngage Workflow and Case Management Workflow usage in the back office Case creation from multiple channels Call center, back office, core system events,

and complex flow management Exception handling for automated tasks Multi-system orchestration of tasks and automation All cases managed with defined

6 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 6

7 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 Complaint Submission Response Management Easily integrated with core systems and channel applications Regulatory And Audit Resolved? Yes Integrated with CFPB online complaints database Online Compliance Review No or Yes Fair Lending Review Complaint Analysis Legal Manages process from capture, consumer response, regulatory analysis and compliance review Branch Call Center Combines all complaint data and supporting artifacts to streamline audits and reviews API Response Closure Robust reporting and trend analysis 7

8 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 8

Workflow Optimization at FIS 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

9 Workflow Optimization at FIS 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 And growing further in 2017! 9

10 Come visit us in the Expo Hall Kiosk 300 I 10

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