Check Processing - Day 1 & Day 2 Processing
Day 1 Services: Item Processing - Provide exception handling for all image enabled automated scanning/ OCR functions. Data entry, balancing and reconciliation functions are the most common example of Item processing functions.
Day 2 Services : Adjustments, Exceptions and Returns - Evaluate and correct errors like incorrectly encoded checks, duplicate/ countervailing requests, poor quality check images, posted twice
ACH Reconciliation & Disputes
ACH Returns & Research Requests: Investigation of ACH returns and adjustments to address open items
ACH Disputes: Level 1 & Level 2 disputes, including for ACH transactions - Research, validation and entry of adjustments for merchant transactions.
Lockbox Processing
Retail - Process all exceptions generated by automated processing of checks from consumers for their payments to businesses. Evaluation of exception, correction of error, and payment processing
Wholesale - Key in missing or wrong information, and process exceptions that prevent automated processing of business payments checks. Variety of checks supported.
Account/Product Setup
Setup and maintenance of products including Lockbox, ACH, Account Reconciliation (Positive Pay, Payee Positive Pay and Payee Name verification, CDA, Sweeps, Cash/Virtual vault, Commercial Cards, Zero Balance Accounts) and customer training on these products.
Positive Pay
Review checks deposited with the bank and match with the register of all checks issue, shared by the customer
Cash & Virtual Vault
Reconciliation from delivery and collection of checks and cash including for cash management vendors.
Account Opening
Setup and maintenance of multiple types of Business and Corporate accounts; also setup and verification of Wire accounts.
Account Maintenance
Modification and deletion of accounts for commercial and consumer customers, return request maintenance, maintenance of wholesale Lockbox accounts, retrieving balance information, Controlled Disbursement accounts, credit cards etc.
Account Setup
Setup and maintenance of consumer accounts.
Statement and Check Support
Handling of customer requests like retrieval of current/archived statements and check copies. Retrieved documents emailed back to the customer.
Return Mail
Manage returned statements and other documents (due to incorrect address/ address change). Evaluation and entering any corrections, resending of statements.
Email Support
Email support for Retail Bank customers including handling Internet Banking queries
Centralized Request Management
Support for email requests of the bank's customers, including routing to appropriate group for resolution (e.g. Handling of check or statement, credit references, incorrect payment application, errors in encoding).
Portfolio Setup
Process includes opening a new brokerage account and passageway managed accounts, setting up various investment option by selling life insurance and annuity products of different carriers
Brokerage Services
Indexing of documents, routing requests, checking licenses of intermediaries for validity, linking of annuity accounts.
Capital Markets
Creation of accounts, maintenance of information on accounts based on customer request. Support onboarding of counter-parties and setting up fund settlement instructions
Security Services
Updating customer database for all wealth management and institutional securities group accounts including deletions, changes of tickler symbols. Also support reconciliation of trust accounts.
Mortgage origination support
Improve processes and governance while lowering cost with our Mortgage origination support services.
Mortgage servicing and default support
Delight customers and achieve quicker turn time with our Mortgage servicing and default support services.
Cards Solutions
Deliver superior customer experience while reducing cost with our Card Issuing Solutions.
Indexing
Verification and indexing of loan documents received as initial application, or documents received subsequently as the loan is underwritten and processed.
Triage
Verify using a checklist to ensure that that all relevant documents are available for a loan in the client system and notify in case of any missing document to ensure file completeness
Appraisal Mailing
Sending out the appraisal mailing cover sheet and the appraisal document to end customer via email
Prefund Review
Verify availability of all the loan documents using a checklist for Equity & Non - Equity loans before the loan is funded.
Clear to Close
Prepare closing instructions for equity loans and sending them to the financial center with a list of documents required to be collected at closing.
Subordination
Review of subordination request and entering it into the client system. Also provide decisioning support on subordination requests
Maintenance
Account maintenance as per servicing requests ranging from loan payoff, waiver of fees, misapplied payments, application of principal payments, extension of loan period and several other such transactions.
Account Maintenance
Assist in routing and generating documents in response to customer requests
Payoff & Lien Release
Draft documents to release the lien on the property post mortgage loan payoff.
Cashiering
Data entry for payment checks and exceptions, posting to account, correcting misapplied payments, excess funds, payment returns etc.
Pre-processing Support
Indexing: Verification and indexing of loan documents received as initial application, or documents received subsequently as the loan is underwritten and processed.
Non Equity Auto Underwriting
Review documents and determine if the loan application can be approved based on the defined set of pre-requisites
Clear to Close
Review of credit parameters for auto financing and determine if the loan application can be approved based on defined pre-requisities
Customer Service/Account Maintenance
Assist in routing and generating documents in response to customer requests
Payoff & Lien Release
Draft documents to release the lien on the property post loan payoff.
Cashiering
Data entry for payment checks and exceptions, posting to account, correcting misapplied payments, excess funds, payment returns etc.
Dormant Account Review
Review alerts on dormant accounts to ensure that the alert was due to a maintenance activity by the customer and not due to fraud
Sentry Alerts (Close Account due to Fraud in other Institution)
Review negative reporting alerts for suspected fraud activities for customers who might have opened an account in another financial institution
Authentication Alerts
Review authentication alerts to ensure that the alert was due to a maintenance activity during card reorder.
Potential ID Theft Alerts
Review alerts generated whenever a customer fills an application for a new Credit Card. Verify customer information mentioned on the application form to avoid account takeover issues.
New Account Review (Negative File)
Review each new credit card, checking or savings account against the list of fraud customers maintained by financial institutions
Remote Deposit Capture
Review alerts on check deposit transactions at ATM or through mobile and decision them as fraud or non- fraud. Research and compare the check image with the previously deposited check image. Any discrepancy noticed in check image is marked as counterfeit
Suspected Fraud Account Closure Support
Support in making monetary adjustments and help in account closure for any suspected fraud account
Fraud Link Alert
Review customer deposit activity to identify any fraudulent patterns based on customers deposit history
Deposit Fraud Alert Review
Review fraud and identify fraudulent and non fraudulent transactions across Retail Accounts/ Commercial Accounts/ATM Deposits/ New Account Opening queues/Deposits drawn on the Bank
Card Fraud Disputes
Case preparation, indexing and proper case routing/or full completion for all unauthorized transactions that have been posted to a customer’s debit or credit card.
Card Non-Fraud Disputes
Handling of billing errors, goods or services issues, and ATM dispensing and deposit issues - Case preparation, indexing and proper case routing/or full completion for disputed transactions.
Issuer Representments
Gather documentation constituting compelling evidence to successfully represent chargebacks, using merchant CRMs, impacting win rates positively
Pre-arbitrations / 2nd Chargebacks
Write-off Loss/ Chargeback
Evaluation of disputed transaction, level 1 and 2 investigation, including posting of any write-off or chargebacks.
Merchant Disputes
Review incoming issuer chargebacks on behalf of acquirer to process representment / acceptance post verification of available documentation
Senior Political Figure and Political Exposed Person
Screening to identify politically exposed person or senior political figure and report them to the FCC - Customer Due Diligence team so that they can work with the FCC Financial Intelligence Unit and FCC Investigations to assign the appropriate controls to mitigate any additional risk.
ACH and Wire Sanctions
Review ACH payment and wires that involves both sender and receiver’s name, addresses & fund transfer information against the watch list and stop the payment on potential matches if match is on any sanction party or country.
Negative News Search
Searching for negative news about a person or business and interrogation of public data sources and third-party data sources for negative news or broadcasts associated with an individual or company.
Enterprise Customer Information File
Analysis and research of the respective affiliates of a customer, to form a single consolidated customer view across the organization
Credit Bureau Update
Managing customer information and updating the Credit Bureau for card not reported and twice reported cases based on change requests
Customer Info Program Update
Entry of customer, account and related party information. Real-time analysis questionnaires to determine a customer's risk level
Financial Center Self Assessment
Audits performed on all the branches across the Bank to ensure controls and procedures are followed for transactions like deposits, account opening, wire transfers, cash handling etc.
Mortgage Pre-Funding Fraud Identification Quality Check
Review of residential mortgage loans documents to identify risky and questionable transactions prior to funding
Financial Statement Spreading/ Reg Rating
Better lending decisions by reclassifying client's financial statements into Moody's risk analyst template to analyze Probability of Default (PD) rating, financial ratios and periodic financial position.
Statement Spreading
Better lending decisions by reclassifying client's financial statements into Moody's risk analyst template to analyze Probability of Default (PD) rating, financial ratios and periodic financial position.
Statement Tracking
Consistent tracking of company financial statements to ensure the lender has up to date information for financial decision making.
Loan & e-App Document Indexing
Quick and accurate indexing of loan documents, collaterals and credit memos for underwriting activity, according to the obligor numbers or the company names and collation for booking activity.
Reg Rating
Update refresh/ upgrade/ downgrade of Risk Rating on commercial loans based on a Credit Memo.
Loan Document Preparation
Verification of received documents and preparing them in the system, matching against correct commercial loan account in the loan origination system
Document Due Diligence
Doc preparation and due diligence of received documents in preparation for underwriting & closing.
Document Review
Review of executed documents for the loan and collateral to check for quality of imaging, and for completeness.
Post Booking QA
Quality control of loans boarded. Verification of collaterals, documentations review.
Post Close QA
Reviewing the commercial loan executed documents and verifying if collateral items have been properly setup and tracked.
Tax Servicing
Comprehensive end-to-end tax servicing solution for commercial properties including payment processing, records management and claims processing.
Technology enabled platform for end-to-end Tax services
Payment Application
Application of payments for syndicated and other types of loans.
Advances QA
Quality assurance review and check for advances made against commercial loans.
Participation loans QA
Quality assurance of commercial loan participation information, sent in by agent banks, applied in the commercial lending system.
Customer Service QA & Research
Support for email requests, including routing to appropriate group for resolution - service request may be for a check or statement, credit references, etc.
Payoff
Verification of information for lien satisfaction and account closure on payoff.
Wire Initiation
Matching incoming wires with appropriate bought participation notices and initiation of wires.
