Essay (2)
pdf
keyboard_arrow_up
School
Woodbridge College *
*We aren’t endorsed by this school
Course
3M
Subject
Information Systems
Date
Nov 24, 2024
Type
Pages
1
Uploaded by myassignmentsolution
A financial institution I worked for wanted to be sure when a client
called in to report fraudulent activity on any product they had with
us, that we had a way to see all impacted areas the fraud occurred
on.
In the current environment when a client calls in to report fraud
they must be transferred to multiple lines of businesses and speak to
several different people for help resolving their issue.
Because the
company’s main goal is 100% customer satisfaction, they looked for
technology that allowed one person to help either assist the client
with all there needs or see where they were in the process because
the main deterrent with the client experience was having to be
transferred to so many different people and wait on hold to explain
the same situation over and over again.
For example, if a client’s
purse was stolen that had their check book, debit card and credit
card in it and fraud occurred they would have to speak to 3 different
areas to report it and get updates on their fraud claims.
No other
lines of business would be able to see or access any other line of
businesses claims which was a problem.
The company looked into
many different software solutions to fix this issue so that when the
client calls, they are able to get their claims filed and issues resolved
with just one person.
To achieve this many lines of businesses had
to work with the technology teams for this to run smoothly with the
new software integrated into the financial institution.
Banks and call
centers would all have line of sight to the client’s issue causing less
transfers and better client satisfaction.
This also allows the
company to develop their current associates to learn multiple
products freeing up more time for the actual investigation of the
fraud claims that needed deeper diving into.
The software would
provide clients with a better experience when calling and also would
generate additional revenue with more funds being able to be
recovered with the right amount of investigations being done.
The
new technology also allows for easier changes to be made when
rules and regulations change for financial institutions making it
easier to implement, which is a win win for the client, company and
shareholders.
Discover more documents: Sign up today!
Unlock a world of knowledge! Explore tailored content for a richer learning experience. Here's what you'll get:
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help