Account Servicing
- Overview
- Account Set-Up
- Account Servicing/Services
- Dispute Management/Complaint Resolution
- Delinquency
Dispute Management/Complaint Resolution
Because of the nature of services a retail bank offers, there are often cases involving disputes and complaints that must be taken care of. Case investigations and reviews must be conducted in a strict manner in order to prevent losses on their part as well as their clients’, and retail banks often face difficulties in maintaining all information that could possibly be relevant while storing it where it can easily be found. If banks wish to display a high level of customer service, they need a system that can take them through each step in the process, from the initial complaint, escalation, and potentially compensation. If records and data are not properly used throughout, banks face the daily risk of unnecessarily compensating clients and rectifying just decisions, losing them unknown amounts of profit.
How OpenText Helps…
OpenText ECM can guide your bank through the process of dispute management, storing records and retrieving information needed. Activities such as contract reviews are made easier by ECM, as it can document all changes/inquiries made, keeping employees aware of where they are in the process and what still needs to be completed. OpenText also provides solutions that allow documents to be viewed and handled by everyone with access to the environment, meaning that all those involved from beginning to end can view progress being made on the details of the case, its investigation, and the remedies applied.
| Business Challenge | Customer Case Study and Solution |
|---|---|
| How do you deliver a seamless user experience across systems? | European Investment Bank |
| How do you project a unified brand across multiple sites? | People's United Bank |
| How do you ensure accuracy and high customer satisfaction with rapidly increasing document volumes? | MLP Finanzdienstleistungen AG |
