Keep up with increasing Regulation E transaction dispute volumes

May 24, 2017

Don Edman – Sr. Operations Director, FIS

David Smith – Pres. and COO, Savana

Steve Lucas – VP Sales, Savana

Workflow Defined

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• 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

Multi-channel contact, case and process management for call center and back office operations.

FIS nGage for Customer Service

3

Channels Systems&Process

Branch

CallCenter

OnlineBPMPlatformToolsandServices

BPM

Engine

User

Experience

Document

Management

Reporting

Services

Securityand

Administration

SolutionFrameworkServices

Integration

Adapters

Correspondence

Generation

Office

Integration

Email

Integration

IVRand

CTI

Contact

Managem

ent

Case

Managem

ent

Offer

Managem

ent

Opportunity

Managem

ent BankingCore

Outsourced

Services

Regulatory

AndAudit

Dynamic Case Management

FIS nGage for Customer Service

4

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 & maker-

checker

• Regulatory compliance cases or

audit functions

nGage Call Center Desktop

5

• 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

Workflow usage in the call center

nGage Workflow and Case Management

6

• 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

Workflow usage in the back office

Manage complex, regulated processes such as Consumer Complaints

nGage Regulated Process Solutions(aka Complaint Management)

7

• Packaged vertical process solutions

• Compliant with CFPB and other

regulatory agency rules and guidelines

• Easily integrated with core systems and

channel applications

• Integrated with CFPB online complaints

database

• Manages process from capture,

consumer response, regulatory analysis

and compliance review

• Combines all complaint data and

supporting artifacts to streamline audits

and reviews

• Robust reporting and trend analysis

ComplaintSubmission

Resolved?

ComplianceReview

FairLendingReview

ComplaintAnalysis

Legal

ClosureResponse

Yes

NoorYes

Branch

CallCenter

Online

RegulatoryAndAudit

API

ResponseManagement

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• 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

Workflow Optimization at FIS

9

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

Workflow Optimization at FIS

And growing further in 2017!

Come visit us in the Expo Hall

Kiosk 300 I

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©2017 FIS and/or its subsidiaries. All Rights Reserved. FIS confidential and proprietary information.