Using Financial Services Payment Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how branch workers and agents use the Financial Services Payment Operations application to submit and manage payment inquiry requests, claims and debit approvals.

    Workspace

    Contributors and back-office agents use personalized Workspace to work on all aspects of payment cases. Workspace enables agents to do the following:
    • Monitor workload and performance
    • Focus on high-priority items
    • Easily navigate across tasks
    For more information, see Workspaces.
    Table 1. Workspace users for Payment Operations
    User Description
    Payment contributor Creates and tracks payment inquiry and claim cases.
    Claim agent Creates and works on claim cases, debit approvals, and claim tasks.
    Claim agent connector Creates and works on claim cases, debit approvals, and claim tasks for accounts managed by them.
    Inquiry agent Creates and works on payment inquiry cases and inquiry tasks.
    Inquiry agent connector Creates and works on payment inquiry cases and inquiry tasks for accounts managed by them.
    Payment admin Configures the payment workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.

    Automated workflows

    Predefined workflows for payment cases are available with Financial Services Payment Operations applications.

    When a customer requests a payment service, a payment contributor initiates a case and updates its details, triggering the workflow. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office agents such as claim agent and inquiry agents. The agents work on these tasks to fulfill the payment inquiry and claim requests.

    For more information, see Financial Services Payment Operations workflow example.

    Case playbook

    Using the case playbook, payment contributor and agents review and work on their cases and tasks. The playbook provides end-to-end life cycle for the tasks performed during the case handling process, from the time a case is logged to the final resolution and communication to the customer.

    Dashboard

    Performance Analytics give business owners an insight into how the team and business is performing. A dashboard with pre-configured reports and customizable views is available with the application.