This document provides an experience sharing session for contact center teams, covering topics like adjudication approvals and rejections, court orders, email removal requests, signature capture campaigns, migrated data problems, loan settlements, case studies, and quality monitoring. For adjudication, officers are advised to carefully reject applications if IDEMIA fields are incorrect. Neo banks must comply with court orders and customer requests to remove emails. Migrated data issues can cause problems if data is partially inserted incorrectly. Loan settlement transactions may get stuck pending without a reference number. Quality monitoring found that agents generally handle customers well except some could minimize longer silent periods and ask more questions to fully address customer needs.

1. Experience sharing For contact
center team
July 31 – August 6,2023

2. Today Topic
 Adjucation Aprove and rejection
 Court Order & E-mail request
 campaign
 Migrated Data Problems
 Loan settlement
 Cases
 QCM

3. Adjudication Approve and Reject
 Adjudication is the process of determining
whether a customer's application should be
approved or rejected.
 Officers should pay extra care on rejecting on
IDEMIA.
 IDEMIA is a unique identifier that helps to ensure
that customers are who they say they are.
 If the IDEMIA field is not correct, officers should
reject the application.
•The rejection should be on the Registration field,
not on Linked Customer or Created Account.

4. Court Order to close account
 Neo banks are online-only banks that
offer a variety of financial services.
 In some cases, a court order may
require a neo bank to close an account.
 Neo Banks Must Comply with Court
Orders Immediately.
 The bank should not attempt to contact
the customer or provide any further
information about the closure. If the court
request privacy.

5. E-mail removal Request
Neo Banks Must Comply with
Customer Requests to Remove
Emails.
 Customers may request to have
their email removed from neo bank
account via email or Toll free line
 How we should entertain it.
 Phone :

6. campaign
 Gap of Knowledge in Branches and
Request for Information about Signature
Capture
 Training programs for branch staff on
how to use signature capture
technology.
 Guidelines for how to implement
signature capture technology
consistently across branches

7. Migrated Data Problems
•Migrated data is data that is transferred
from Temenos to Adjudication.
•This can be done for a variety of reasons,
such as consolidating data, updating
systems, or Fast Authentication.
•When migrated data is not properly
handled, it can cause problems.
•When a partial data is inserted or self
Registration the system is not displaying
this new data rather it keep showing the
migrated data.

8. loan
• neo bank customers can settle their
loans online.
•However, some customers have reported
that their transactions are pending and
that neither customer credit nor contact
center can settle them.
•In these cases, the transaction will only
display as a credit arrangement and the
credit team will ask for a transaction
reference.
•36728(CRM) LOAN FT SETTLEMENT.

9. This week new case
•A person can have two adjudication data.
•One adjudication data may be rejected in the
customer field.
•This means that the customer information was not
correct or complete.
•The other adjudication data may be approved
correctly.
•This means that the customer information was
correct and complete.
•In some cases, the customer infinite data may be
correctly integrated with the rejected adjudication
data.
•This means that the customer's infinite data was
able to be added to the rejected adjudication data

10. This week cases
Requesting new ATM After losing
the existing one
•The customer tried to request a new ATM card
on the Neo Bank application, but the system
displayed an error message saying that they
already have an existing ATM card even After
closing the existing one.
•The customer contacted us, but we were unable
to resolve the issue.
•The case has been forwarded to technical
support for further investigation.
•Technical support will investigate the issue and
provide a resolution as soon as possible.

11. Temenos System Should Not
Enable Branch to Request ATM for
Neo Bank
•The Temenos system currently allows branches to
request ATM cards for Neo Bank accounts.
•However, the card banking department will not print
ATM cards for accounts if they were requested via
Temenos.
•This results in the following issues:
• Duplicate ATM fee charges from customers.
• Late delivery of ATM cards.
• Customers having to wait longer for their ATM
cards.

12. This week call Quality
monitoring
•Agents are effective in general customer
handling. They are polite, knowledgeable, and able to
resolve customer issues in a timely manner except in
some issues.
•This issues can be minimize by consistent caching
•Longer silent period were displayed in some call from
referring information
•Agents should be encouraged to ask customers about
additional issues. This will help to ensure that all of the
customer's needs are met. For example, if a customer
calls about a problem with their ATM card, the agent
could also ask if they have any questions about their
bank account or other products and services as each
information gained from customer can help improve
the customer service.

13.  Recommendation for preparing work procedure
 When customer called regarding there account is displaying there minore
 Account detail .the officer should sugest the following recommendation and perform the following task.

14. Thank You !