Processing Fraud Claims in background

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Description Setting up Claim Processing in background to reduce operator idle time
Version as of 7.48
Application Smart Dispute for Issuers
Capability/Industry Area Financial Services



Processing Fraud Claims in background[edit]

This topic defines the design for handling the case processing in the background without operator dependency to increase their productivity and reduce idle time.   

Use case examples[edit]

Customer service representatives (CSR) at the dispute division of an issuing bank receive several disputes or queries per day on card transactions. The issuing banks aim to reduce the customers' wait time on these calls to a minimum within the planned CSR capacity, which is possible if the CSRs can process the claims faster.  Disputes that involve multiple transactions engage more CSR time. Such disputes often occur with frauds where the fraudster performs numerous transactions with a compromised card before it is blocked. The transactions can sometimes go up to 50 or more.

Smart Disputes supports disputing multiple transactions under a single claim (work object in Pega), with the CSR having to wait without taking another call until the claim is processed. The processing time of the claim increases as the number of transactions in it increases.

High number of disputes (HND) processing addresses the issue by processing such claims in the background without requiring CSR intervention.

Before you begin[edit]

Issuer/ Issuing Bank : The bank or financial institution that issues the credit or debit card to the account or cardholder

Dispute : A situation in which a customer questions the validity of one or more transactions on a credit or debit card account

Process/Steps to achieve objective[edit]

HND cases are cases in which multiple fraud transactions are disputed under a single claim. The issuers can configure the number of fraud transactions that should be in a case to consider it as an HND case.

You can enable or disable HND processing through a dynamic system setting (DSS) rule called 'HNDLimit.'  This rule stores the number of transactions (integer, up to 9999) to process a fraud case as an HND case:

  •       Empty/blank value – disable HND processing
  •         0 – Always create disputes in the background; HND processing
  •         n – Enable HND processing if the number of selected transactions is greater than or equal to 'n'

When a claim becomes eligible for HND processing, the 'BeginHNDProcess' process flow initiates dispute cases in the background using the 'BackgroundProcessing' SLA rule. This rule has been marked as an extension point so that the clients can customize the goal and requirement based on their needs. By default, they run after 8 hours and one day, respectively.

In addition to creating dispute cases, the application continues to execute the relevant API calls in the background. Once complete, the application routes the case to the Fraud workbasket for the operator to perform the next steps.

Results[edit]

The customer service representative will be able to move the case processing to agent and work on a new case.