Financial Services Treasury Operations workflows

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Financial Services Treasury Operations workflows

    The Financial Services Treasury Operations application provides automated workflows designed to streamline treasury service processes for financial institutions. These workflows facilitate case creation and task routing to treasury and document agents, enabling efficient handling of treasury service requests such as Remote Deposit Capture (RDC) and Wire Transfer services.

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    Key Features

    • Predefined Workflows: Includes built-in workflows for RDC and Wire Transfer services, created using Process Automation Designer and Flow Designer.
    • Customizable Automation: Treasury administrators can review and tailor workflows to meet their organization's specific operational needs.
    • Case Management: Treasury product onboarding or modification requests are tracked through cases that guide agents via a structured playbook.
    • Task Routing: Assignment rules automatically route tasks to appropriate treasury contributors, back-office treasury agents, and document agents.

    How It Works for ServiceNow Customers

    • Initiation: A treasury contributor (e.g., relationship manager) initiates a case by submitting a request for a treasury product activation or modification on behalf of a customer.
    • Workflow Trigger: Upon submission, the workflow automatically starts and routes tasks to back-office teams for further processing.
    • Back-Office Processing: Treasury agents perform due diligence (specific to RDC services), document agents generate and manage agreement documents, and treasury agents handle fulfillment tasks.
    • Service Activation and Closure: Once all tasks are complete, a treasury agent activates the service in the core system, notifies the customer, and initiates customer training. The case status is then updated to Closed Complete.

    Benefits for ServiceNow Customers

    • Automates and standardizes treasury service requests, reducing manual effort and errors.
    • Improves coordination between treasury contributors, agents, and document handlers through clear task assignments and playbooks.
    • Enables customization to align workflows with specific institutional policies and procedures.
    • Enhances customer experience by ensuring timely service activation and communication.

    The Financial Services Treasury Operations application installs automated workflows that can be configured for any treasury service. These workflows create cases and route tasks to the treasury and document agents.

    Workflows available with this application

    The following predefined workflows for treasury services are available with the application:
    • Remote Deposit Capture (RDC) Service
    • Wire Transfer Service

    These workflows are built using Process Automation Designer and Flow Designer. The treasury admin can review and customize these workflows according to the needs of their organization.

    The following diagram shows how the application helps bank agents resolve a treasury request for onboarding RDC service.
    Figure 1. Treasury operations workflow example for onboarding RDC service
    Workflow that shows how onboarding of RDC treasury service is completed using the treasury operations application. For the text description, refer to the workflow steps that follow.

    General workflow for Treasury Operations

    When a customer requires a treasury product, a treasury contributor initiates a case and updates its details, triggering the workflow. Throughout the workflow, treasury and document agents complete their assigned tasks and update the status of the case. The case playbook guides agents through the steps that are needed to resolve the case.

    The following is a typical treasury workflow in the Financial Services Treasury Operations application.
    Note:
    Depending on the service request type, a workflow might have additional or fewer tasks.
    As a customer
    A customer contacts the financial institution and requests for a treasury service.
    As a treasury contributor
    A treasury contributor, such as a relationship manager, submits a request for a treasury product activation or modification on behalf of the customer.
    1. The contributor initiates a treasury product onboarding case.​
    2. In the case playbook, the contributor updates the case details in the Initiate stage and submits the application.

    A workflow is triggered automatically and the assignment rules route the associated tasks to the appropriate back-office teams.

    As back-office agents
    1. In the case playbook, a treasury agent reviews the case details and performs a due diligence. If the applicant meets the standards of the financial institution, the agent marks the task as complete.
      Note:
      The due diligence task appears only for the RDC service workflow.
    2. The document agent works on the document task to generate an agreement document, share it with the customer, and get an acceptance for it.

      The workflow generates fulfilment tasks for a treasury agent to work on them.

    3. When all prior tasks are completed, a treasury agent activates the treasury service in their core treasury system, sends the service activation email to the customer, and starts the customer training for the treasury service.

    The state and stage of the case is set to Closed Complete.