0
13.0.2
Australia, Zurich, Yokohama, Xanadu
Standalone Application
Provides capabilities to manage cards and non-cards (ACH) dispute lifecycle:
- Enhanced user experience through guided workflows and real-time visibility
- Faster time to value and streamlined maintenance
- Decision tables for internal banking policies (write-off thresholds)
Provides capabilities to consolidate requests for Disputes Operations team handling cards and non-cards (ACH) disputes and route them through workflows to the appropriate middle and back-office teams:
- Reduce processing time and increase Customer Satisfaction (CSAT)
- Simplify credit card blocking and credit limit processes
- Manage credit card openings and closings on one platform
Card dispute management:
- Enables agents to create and manage dispute cases for both personal and business, debit and credit card accounts.
- Enables agents to create and manage ACH dispute cases (non-cards) for both personal and business deposit accounts.
- Implements a 4-eyed policy for approval.
- Provides landing pages for dispute agents and dispute managers.
- Includes preconfigured email templates for sending notification emails.
- Offers end-to-end dispute management with Visa, enhancing transparency and faster resolution.
Card operations:
- Manages customer credit card requests.
- Predefined workflows for:
- New Credit Card
- Increase Credit Limit
- Decrease Credit Limit
- Block Credit Card
- Unblock Credit Card
- Close Credit Card
- Features a dedicated workspace for credit card agents.
- New:
- Added new decision questions, scripts, and macro components to support advanced workflows.
- Added new UI policies, questions and scripts to align with the latest. visa rev(26.1) changes.
- Added new activity type templates and mappings to support customer history tracking and management.
- Updated:
- Updated few UI policies to align with the latest visa revision(26.1) changes
- Moved AI engagement event logic to the fso ai scope for better maintainability and separation of concerns.
- FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
- Enhanced Verifi integration, including updates to UI policies and supporting files for dispute management.
- Fixed:
- Resolved issues with the getMessage function to ensure accurate messaging in the app.
- Fixed minor issues in the MC for smoother user experience.
- Installation:
- Financial Services Card Operations is dependent on Financial Services Operations Core, Financial Services Credit Assessment, Financial Services Document Management, and Customer Service.
- Permissions and roles:
- System administrator (admin) role is needed for the installation.