FINS BIAN Servicing Issue Process API
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Examples of Use
A servicing representative notes that the guidelines for a particular product are confusing and result in frequent customer enquiries. The apparent shortfall is raised to management for review
Role Definition
Capture, track, resolve and report on the more general customer servicing issues that may arise in the servicing center. Note that this does not include the handling of specific customer cases (such as a payment dispute) Servicing issues typically requiring some kind of follow-up by the contact service representative (CSR), production support services or their management
Related Business Scenarios
Core Business Object
Key Features
- Capture servicing issue details and impact
- Analyze root cause of the issue
- Determine remedial actions to resolve issue
Propose procedural and systems amendments to mitigate cause
Customers can use this integration template to accelerate implementation.