Failed standing order workflow
Summarize
Summary of Failed Standing Order Workflow
The Failed standing order workflow enables bank agents to proactively manage failed standing orders for both business and personal deposit accounts. This workflow allows agents to contact customers, assess the situation, and implement an action plan based on predefined procedures. It can be customized by deposit administrators to align with organizational needs.
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Key Features
- The workflow routes cases and tasks to agents across different departments, facilitating collaborative problem-solving.
- Agents access tasks through the Workspace, guided by a case playbook that outlines necessary steps.
- Failed standing order cases can be triggered either automatically by the system or manually by deposit agents.
- Corrective actions such as retrying or waiving a standing order are seamlessly processed through automated task generation.
- Child cases for modifying or canceling standing orders are created automatically to address corrective actions.
Key Outcomes
Once a failed standing order case is initiated, agents can effectively update failure reasons and choose corrective actions, leading to:
- Streamlined resolution processes with clear task assignments to back-office teams.
- Efficient handling of retries or waivers with necessary approvals from deposit authorizers.
- Closure of cases with documented actions, ensuring clarity and accountability.
Overall, this workflow enhances customer service by enabling timely interventions for failed standing orders, ensuring that issues are resolved promptly and efficiently.
Learn how bank agents, using the Failed standing order workflow, proactively contact a customer for a failed standing order for their deposit account and decide on an action plan. The workflow applies to both business and personal deposit accounts.
The following workflow routes the case and tasks for a failed standing order to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue. The case playbook guides agents through the steps that are needed to fulfill the request.
- As a deposit agent or via an API
- If the system observes a failure in the execution of a standing order from a deposit account, an API in the backend triggers a Failed standing order deposit service case. A deposit agent can also create this case.
- As back-office agents
- A deposit agent works with the customer and finalizes the action plan.
- In the case playbook, the deposit agent updates the failure reason, selects an appropriate corrective action in the Initiate and review stage, and submits the application for fulfillment.
The workflow triggers next tasks or a case based on the selected corrective action and the assignment rules route the associated case or tasks to the appropriate back-office teams.
- Retry or waive a standing order occurrence
- If the corrective action based on the customer's request is to retry or waive
off the standing order occurrence, the workflow automatically generates a deposit
authorization task for the deposit agent.
- A deposit authorizer (deposit agent) reviews the case details and approves the deposit task.
- A deposit agent retries to execute the standing order for the deposit
account in the core banking system and closes the retry deposit task in the
playbook.Note:The Retry deposit task is generated only for the Retry corrective action.
The case is complete and the state and stage of the case are set to Closed Complete.
- Creating a corrective action service case
- If the corrective action is to modify or cancel the standing order, the workflow
automatically creates one of the following child cases to resolve the case:
- Modify standing order
- Cancel standing order
The new child deposit case then handles this issue.
After the child case is complete, the state and the stage of the parent case (failed standing order) are set to Closed Complete.