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Cognizant Auto Finance Collection blueprint includes automated and data-driven strategies, enabling earlier intervention and flexible payment options in Auto Collections process

The objective is to increase the FCR handling by enabling the Fraud CSR/Fraud Analysts to take decisions based on the Pega Process AI recommendations, thereby avoiding the cumbersome Fraud Redressal process, significantly improving the TATs for Fraud Dispute(s) Handling.

We have identified “Good Will Payments” as a potential FCR scenario to automate via Pega Process AI as 40% (approx.) of the total GFD’s fall into Good Will Payments.

Manage customer inquiries and requests related to credit and debit cards. Solution should represent all the processes associated with managing customer inquiries related to cards.

Digital Dispute Management requires a nuanced workflow for all P2P payments disputes and claims using both RTP & ACH channels.
 
Cognizant’s custom Blueprint enhances dispute management by streamlining processes and ensuring efficient resolution.
 
This Blueprint covers operations in the Americas, Europe, and Asia Pacific.

This application deals with dispute management. Any customer of the ABC bank will be able to raise a dispute against any of the transactions that were made by them. 
Following are the stages for the flow:

• Initiate Dispute
• Investigate
• Representment
• Pre-Compliance
• Good Faith
• Arbitration

Initiate Dispute

1. Customer will initiate the dispute via the application. System must do a duplicate check for the dispute to ensure that there are no duplicates. If a duplicate is found, the new dispute details will be added to the old dispute and the new dispute will be resolved.
2. Else, the case will be routed to a fraud management team.
3. An email notification will be sent to both the customer and the fraud management team.

Investigate 

1. Someone from the Fraud management team will investigate the dispute.
2. They will review all the information provided and will reach out to the customer in case the transaction has already been reversed. 
3. Else, they will proceed with the investigation and fill in additional information.

Representment 

Once the investigation is complete, the team will reach out to the card service provider (Visa/ Mastercard) and direct them to check with the merchant. Representment is a process that occurs when a business disputes a chargeback they have received. Here’s a brief overview of what happens during the Representment.

1. Chargeback Received: When a cardholder files a chargeback, they are essentially disputing a transaction, claiming that it was unauthorized, fraudulent, or involved some form of issue.
2. Merchant’s Decision: In response, merchants have two options.
   • Accept the Chargeback: This is the quickest way to do it. However, the merchant loses the sales revenue, the merchandise or service provided, and the wholesale cost of the goods. They’re also responsible for any associated fees and expenses like shipping, packaging, fulfilment, and interchange.
   • Fight the Chargeback: The merchant can contest the claim through the representment process.
3. If the merchant decides to fight the chargeback, they enter the representment process. The goal of chargeback representment is to prove that the charge in question is legitimate and therefore should not be reversed. The merchant will provide the necessary evidence to the bank.
4. The bank will then reconsider their decision and determine if the charge should still be exempted. If the merchant’s evidence is compelling enough, the bank will reverse the chargeback and return the funds to the merchant’s account.

Pre-Compliance 

1. This process is specific to the Visa card network.
2. This is a process that occurs when a party believes that another party has violated a rule during the handling of a dispute. 
3. Here’s a brief overview of what happens during Dispute Pre-Compliance.
   • Violation Discovery: If a violation is discovered, the filing party is required to give the opposing member a chance to resolve the issue. This stage is called pre-compliance.
   • Initiation of Pre-Compliance Chargebacks: Pre-compliance chargebacks can be initiated by either the issuing bank or the acquiring bank. The cardholder is not involved in deciding whether to file a pre-compliance chargeback.
   • Resolution Attempt: The idea is for members to work things out between themselves without the network’s input. If no resolution could be found, Visa would step in, review the available information, and decide which party bears final responsibility for the transaction.
   • Final Decision: If the merchant was responsible, they could get hit with a dispute using Visa chargeback Reason Code. Visa’s decision is final, and while there is an appeal process, it is expensive and time-consuming.
   • Compliance: Members are expected to comply with the network’s decision.

Good Faith 

This is when the Fraud management team will trust the customer’s dispute and for a low dollar amount (e.g. $25) and the dispute will be settled without any investigation, and the case will be closed. The outcome of the dispute investigation+

Evonsys Payments Platform (EPP) is a cutting-edge web application designed to streamline and secure cross-border payments with real-time updates, leveraging the latest in Swift ISO messaging and APIs. With EPP, businesses and individuals can transfer funds across borders seamlessly, confidently, and efficiently.

Create a Board pack to a regulatory body in a quarterly interval consist of all the funds performance details, created by Investment Manager, reviewed by Legal and marketing team

Fund Administration in Client Servicing need coordination with multiple stakeholder across the value chain
 
Cognizant custom Blueprint helps Fund administrations seamlessly manage Capital Call, Distribution, Automated Reference Data check on Payments, Accounting Reconciliation
 
This Blueprint covers Operations in Americas, Europe & Asia Pacific

Fund administration services are essential for managing the complex operations of investment funds. These services ensure smooth and efficient fund management, allowing fund managers to focus on investment strategies. Following are the key fund administration services:

• Subscription: Investors commit to a fund by completing necessary documents. Open-ended funds allow regular investments, while closed-ended funds require a one-time commitment.
• Drawdown/Capital Call: Funds collect money from investors for investments or expenses.
• Distribution: Funds return capital to investors, either in cash or assets, following approval from the fund management.
• Redemption: Investors retrieve their principal from a fund, subject to fund rules and potential penalties.
• Transfer: Investors request to transfer their investment to another party, subject to fund rules and approvals.
• Register Maintenance: Ensures accurate and updated records of fund ownership.
• Investment: Funds commit to investing in identified assets based on recommendations.
• Divestment: Funds dispose of assets, either partially or fully.
• Distribution Payment: Final checks before executing payment to investors.
• Investment Payment: Final checks and setup for new counterparties before executing investment payments.
• Invoice Payment: Collecting and approving invoices before payment execution, often using OCR for data extraction.
• Reconciliation: Matching amounts in various transactions to ensure accuracy.

Streamline and automate the processes involved in managing overdue accounts and recovering outstanding debts. Its primary purpose is to enhance the efficiency of Collection type activity by facilitating proactive debt recovery while maintaining a customer-centric approach. Due to the local conditions, a significant percentage of local customers tend to go unresponsive to the bank. In those scenarios, the bank needs to send field officer physically to the customer site. This visit may lead to offline areas as well due to remoteness. The recovery officer is supposed to converse with a series of questions guided by the application with the customer to engage with him/her and get the consent for loan repayment and to visit the nearest bank. The customers who visit the bank will get a revised repayment plan with 2% less than the regular loan rate and with an extended timeline with a collateral property which the customer needs to agree. Failure to get the consent will lead to another field visit. The guided conversations should be updatable to regional managers. If unresponsive to 3 field visits by the bank, it is required to initiate a legal case calculating the missing payment period, loss of income, opportunity cost based on the ongoing lending rates thus calculating the total demand for the legal case.

Approval process for customers with low credit score

The purpose of this case type is to enable business users to configure relevant risk rating factors and trigger approval/rejection workflow. Thus, helping FCC users to manage risk ratings associated with all the risk factors in a single place.

Pre-mortgage loan origination refers to the initial stages of the mortgage lending process before the loan is formally originated and approved. During this phase, prospective borrowers gather information, assess their financial situation, and potentially obtain pre-approval from a lender. Overall, pre-mortgage loan origination sets the foundation for the home-buying process by helping borrowers understand their financial readiness, explore mortgage options, and potentially secure pre-approval for a mortgage loan.

Generate a digital experience which allows customers or leads to explore the refinance option our bank offers.

Our bank is a 100% digital and client centric. We aspire to serve our clients on time and aim to deliver great client satisfaction.

Refinance should allow flexibility for the applicant to prefill data from their existing loan details and should guide the user to correct any invalid data points. Post the initial data capture, the application should verify the applicant's affordability and provide refinance products from the product catalogue.

Platform to build Plan Onboarding, Plan Administration, Plan Consulting, Plan Termination, Client Self-Service, Internal Reporting and All Retirements Products and Services

This is a check inquiry application where check inquiries are received from Self Service, Phone call or via emails. Systems would create a proper type of investigation based on user selection, email parsing. example case type of Encoding errors. Example: The scenario should show manual entry as if the client called into the call center and an email request where the dispute data can be parsed to create the new ENC case. Once created the case performs a number of automated checks and research to try to resolve the case and/or gather all of the supporting data about the transaction to prepare a review screen for determining the next action. The case is then prioritized and placed in a workbasket waiting to be worked. Once the case is selected the Adjuster is provided with all of the information necessary to determine if the dispute is valid or not. And takes the next action to resolving the case. In this instance, by looking at the check, the amount line had been encoded incorrectly and the difference $500 needs to be collected from the bank that process the check. For this purpose, we will initiate the request for debit through the Fedline system and accounting will be created to credit the Client the $500 and post the $500 to the receivable suspense account. We will then Debit the Fed GL account, credit the suspense account and create the fedline message for sending that evening, send a confirmation email/letter to the client and resolve the case. Once completed you can show the full review screen of the case with all the data stored and referenced, demo scanning an item to attach to the case, the attachments list (Email, Check, Fedline message tec.), the history, the integration steps etc.

Operations service delivery team in Foreign Exchange Money Markets department receives several emails on daily basis to match and settle trades manually, which is cumbersome process and needs to be tracked for appropriate closure. The email tracking and trade closure process currently is either manual or through adhoc systems implemented specifically for certain individual lines of business which makes overall email tracking and match & confirm process less efficient. As part of this transformation initiative email work management solution is envisioned to resolve above problem by providing generalized EMS coupled with workflow management capabilities as the key objective of these application.

The Main purpose of this application to approve the Home Loan by considering the consumer multiple application process in different banks.
This is to save the time for financial institutions.

The application is a Perpetual KYC solution built on Pega, streamlining continuous monitoring and customer risk assessment. It integrates with external data sources like Encompass, Quantexa, and Refinitiv, automates Enhanced Due Diligence Reviews, and uses WorkFusion to enhance operational efficiency.

This application streamlines the loan origination process, offering centralized pricing and risk decisioning, robust compliance, and post-closing servicing. It supports borrower information management, risk assessment, and workflow orchestration.

A robust digital platform for streamlining corporate account opening, featuring KYC compliance, risk assessments, and integration with core banking systems. It automates documentation, risk analysis, and offers personalized onboarding.

A comprehensive solution for retail banking account opening, supporting customer onboarding, credit risk management, and integration with core banking platforms like Temenos T24 and Finacle.

A fraud detection platform for Capital Markets, equipped with algorithms for insider trading detection, market manipulation, and real-time fraud surveillance. It integrates with trading systems and market data providers.

An AI-powered platform for detecting banking fraud across channels like online banking and ATMs. It analyzes customer behavior, integrates with external fraud databases, and offers real-time transaction blocking.

A compliance validation tool for DORA regulations, featuring automated checks, risk assessments, incident management, and real-time reporting. It integrates with existing risk management systems.

This application monitors transactions for sanctions compliance, integrating with third-party sanctions data. It provides alert management and reporting features, with scalability and security for real-time transaction screening.

The Contact Center Solution for a bank improves customer service with an omnichannel platform that integrates voice, email, chat, mobile apps, and social media. Featuring intelligent call routing, self-service, and a unified agent desktop, it provides faster, personalized responses. Automation of routine tasks like balance checks, transaction processing, and feedback collection reduces agent workloads and boosts efficiency. Seamless integration with core systems enables real-time issue resolution, while maintaining security, compliance, and scalability to ensure customer satisfaction.

The solution automates dispute management by providing a centralized case management system, real-time fraud detection, and seamless customer communication. It integrates with core banking, CRM, and fraud detection tools while ensuring compliance with regulatory standards like PCI-DSS, PSD2, and GDPR. Automated workflows, escalation paths, and post-resolution feedback collection enhance operational efficiency and customer satisfaction.

The loan application system automates the entire loan lifecycle, from application submission to post-disbursement monitoring. Key functions include data collection, KYC verification, credit assessment, loan approval, disbursement, and debt management. The system also facilitates change requests like preclosure, term changes, and amount modifications, ensuring efficient and compliant loan processing.

This application can be utilized across multiple domains to automate payment reminder process and send automatic timely notifications across multiple channels , based on the number of days dues one can modify the message being sent to consumer.

Evaluate and manage clinical trial processes, including patient recruitment, data collection, and trial monitoring, to ensure compliance, data integrity, and successful clinical trial outcomes in pharmaceutical research and development.

Cognizant Prior Auth blueprint Updated with data-driven decisioning for automated verification, authorization intervention, challenging denials, and peer-to-peer review process.
 
This Blueprint leverages advanced analytics and automation to streamline prior authorization workflows, improve accuracy, and enhance patient and provider satisfaction

End-to-end healthcare payer onboarding of practitioners and providers includes provider enrollment, credentialing, contracting and re-credentialing work flows. The objective of this end-to-end process is to automate the various tasks required to gather information, collect required documents, conduct primary source verification, create, negotiate and execute providers contracts, all in compliance with state and federal regulatory requirements and company policies.

Signal Detection and Tracking

Automated drug discovery and development process is a combination of various miniaturized processes. It includes the initiation of research projects, collaboration with internal and external stakeholders, tracking experimental data, and documenting research findings. Ensures adherence to regulatory requirements and facilitates the evaluation and selection of potential drug candidates for further development.

Where healthcare providers refer patients to specialists or other healthcare facilities to further evaluation for treatment within their insurance provider network. It involves documenting the referral details, coordinating appointments, and notifying patients of referral appointments.

Unified system for end to end Clinical Trial Management by bringing in all data and process from disparate systems. Evaluate and manage clinical trial processes, including patient recruitment, data collection, and trial monitoring, to ensure compliance, data integrity, and successful clinical trial outcomes in pharmaceutical research and development. The solution should also cover Patient Consent Management (eConsent).