Partnerschaft Kompetenz Intelligenz. PINQ Process INQuiries Management System A Case Management Solution

Transcription

1 Partnerschaft Kompetenz Intelligenz PINQ Process INQuiries Management System A Case Management Solution

2 A brand of Syracom AG Process Inquiries Management System The base for a flexible inquiry management A professional case management system to control, process and respond business transactions Crosslinking of different systems from front- to back-office Orchestrated integrated and comprehensive monitoring of entire processes across divisions but also cross-industry Page 2

3 Trends in banking business: Our solutions for growing business challenges More and more regulatory requirements make processes very complicated Next to business, also specific processes (KYC, on boarding in the credit/debit card business) are regulated and reviewed by supervisory authorities Outsourcing of sub-processes to specialists which need an effective monitoring of implementations Model and implement processes (including automation and monitoring e.g. inquiries in payment transactions) Efficiency will increase and costs will be reduced SEPA products are supported End-to-end process: branches will be connected Electronic file including and complete case history Compliance with legal requirements overall EU-Payment Services Directive (PSD) Financial Action Task Force (FATF), Special Recommendation VII (SR7) Rules for Securities (Bafin) AML, embargo audit / PEP Meeting regulatory requirements SWIFTNet Exceptions and Investigations Payment Service Directive (PSD) Compliance with rules concerning AML, embargo audits Investment Companies Act (KAGG) Role of a Custodian and Trustee Customer satisfaction and cost reduction Full and timely inventory valuation Risk calculation and limit check Increasing customer requirements by sinking margins Increase customer service and minimize risks by a stringent process and case management High quality concerning inquiries and responses Transparency and transaction security SLAs Page 3

4 Automation and monitoring of processes Case Input Branch Phone Online Fax Mail SWIFT Processes Aktivities Cases Content Collaboration Backend Access Transactions Customer data User data Page 4

5 Overview of Case Management Dynamic Partially structured Structured Inquiries Requests for duplicates ATM Open positions Complaints Credit cards Case1: Case 2: Case 3: Page 5

6 Interdivisional Case Management Solutions Tracking of SEPA- Migration-Readiness Payments (including SEPA) Cases Investment banking Processes for onboarding of merchants (credit cards) Handling of consumer loans Page 6

7 Tracking of SEPA-Migration-Readiness Creation of cases for each customer to be migrated Status definition (uniform Status-Codes) Emergency support for projects, which are overdue Tracking of progress of customer projects Communication / reminders Milestone tracking of customer test Other To-Do s Page 7

8 Payments (including SEPA) Change of payment orders SEPA -R-transactions Document request Cancellation and renewal Filing of table of charges Account transfers Correction of value dates / Interest claims Investigations card initiated payments ATM-Transactions Support of SWIFTNet E&I Standards ISO AML / Sanction Screening Optimized usage or routing directories Interbank tape BIC Service Directory Handling of requests for compensation of Fees Check of requests Confirmations SEPA-Mandate related inquiries Page 8

9 Merchant onboarding processes (credit cards) Processing / validation of application forms of merchants for admission as merchant with credit card payment facilities System-supported research of missing information (e.g. ownership structure, HR entries etc.) using acquirers and partners Structured storage of merchant master data and supply of master data, risk, and PEP systems System-supported check for compliance with regulatory or private-economical licensing criteria (Master/VISA.) System-supported considerations of the views of acquirers and partners Communication of results of admission process to partners and merchant Archiving according to European card-specific regulatory specifications (PCI DSS) Page 9

10 Handling of consumer loans Prior to loan decision Collection of personal customer data Comparison with generic customer master data Credit check (risk system: internal list of black sheep ), lists of accounts and assets Request for documents from customer documents supporting this type of loan (legitimation, proof of income, collateral and other relevant documents) Collection of SEPA direct debit mandate for collection of credit installments Reminders in case of missing documents Inquiry to credit check service provider In case of default Update risk systems / credit check service providers Reminders and determination of escalation step(s) If necessary confirmation of extension of repayment schedule Next wave of reminders (further escalation steps) Termination of credit and transfer of claim to collection agency If necessary initiate liquidation of collateral After making the loan decision Rejection of loan Approval of credit and initiation trigger to credit application Trigger for risk system Notification of credit check service provider Set up of due date and installments data of loan Shipping of annual repayment confirmation After complete repayment Final repayment confirmation Report to risk system credit check service provider Close file Page 10

11 Investment banking / security Workflows e.g. Interest claims Mismatched orders Mismatched trade confirmations Missing or duplicate trade confirmations Unsettled trades received Issue of securities / IPOs Custody Missing confirmations of settlement Page 11

12 Dash-Board - Business monitoring / KPIs Reporting Pending cases Pending messages Messages by Status Messages by Type Closed cases by cause originator product type Reporting period of choice Service level report All process data can be exported to other reporting solutions such as crystal reports and can be edited individually Page 12

13 Use-Case 1 End-to-end solution for inquiry management SWIFT MT MX Fax Phone memo Scaned letters Costumer service Payments Trade Settlement Branch / department1 Costumer service Loan Department Processing module Branch / department 2 Service module Transactions Booking Customer Data SWIFT Page 13

14 Use-Case 2 Inquiry process for national payment transactions Bank A Processing Bank A Fax Kunde Client Booking interface Payment application Lists Processing and responses Fax Page 14

15 Use-Case 3 Inquiry process international payment transactions Correspondent bank Bank A Routing Bank A Team A Case transfer Case transfer SWIFT MT, MX Case transfer Response Processing Team B Buchungs- System Zahlungs- System Listen Query Korrespondenzbank 1 Query Korrespondenzbank2 Response Korrespondenzbank 2 Response Correspondent bank 1 Page 15

16 Use-Case 4 Process for handling requests for compensation of fees Bank A Zahlungsinstruktion Correspondent bank Pmt-Application Fees Kunde Client Charge customers Request for compensation of fees Transaction history Processing Page 16

17 Use Case 5 Credit card process Collecting Data Merchant 1 Merchant 2 accountopening Geschäftsvorfall eröffnen Customer Data Risk Systems PEP Merchant 3 Merchant Acceptance Completion of Abschluss der Prüfung Admission Process and und Kommunikation der communication of Ergebnisse results Page 17

18 Use Case 6 Customer loans process Data collection Kunde Credit 1 Kunde Credit 2 Opening of case Customer data, risk systems,/ Credit check service providers Kunde Credit 3 Credit decision Reminders, loan termination, engage a collection agency Set up of loan data Abschluss Conclusion der of Prüfung research und and Kommunikation communication der of loan Ergebnisse decision Confirm loan settlement Page 18

19 Use-Case 7 Process securities transaction Bank A Settlement Instruction Bank B Custodian Settlement Instruction Sub custodian Custody- System Reminder for outstanding Settlements Re-routing of Reminder for outstanding Settlements Order history Processing Reply to reminder Reply to reminder Page 19

20 Variety of external communication channels Message entry Bank A Message exit Phone memo SWIFT MT, MX Scan letters Fax Fax Scan letters SWIFT MT, MX Booking Interface Payment System Lists Phone memo Page 20

21 Your case management will be improved considerably by using Significant cost reduction by acceleration of turnaround times with reduced personnel expenditure. Optimization of efficiency through fully automated processes and flexible configuration options. Efficient and paperless handling of investigations by electronic file and support of various communication channels and standards. Higher service performance and customer satisfaction by improved operating time and transparency. Processing time 100% 50% 50% Improved risk management compliance with legal and regulatory requirements. without PINQ with PINQ Page 21

22 Publications IX, 8/2013 Banken+Partner, 5/2005 gi, 9/2005 Banken+Partner, 4/2005 More information: gi, 4/2011 Page 22

23 Contact Persons Harald Keller Head of Competence Center Payments and SWIFT syracom AG Otto-von-Guericke-Ring Wiesbaden Germany Fon: Mobile: Rainer Schnell Direktor syracom AG Otto-von-Guericke-Ring Wiesbaden Germany Fon: Mobil:

24 PINQ scenarios Banks SWIFT Exceptions & Investigations Demand management Consumer loans Card business Securities business Customer complaints SB media Insurance Processing of application / claim management Claims management (for example, processing of damages with suspected fraud) Incident management at home & Disbursements Page 24

25 Otto-von-Guericke Ring Wiesbaden Fon.: Fax: Technology partner