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Pega Smart Dispute & Payment Exceptions for Retail Banking Whiteboard Video

These are Moments of Truth that require your bank to fix problems fast and Pega’s Disputes and Payment Exceptions application can help. Watch this video to learn more.


This is your customer. She uses your payment card to buy products and services, and you want her experiences to be frictionless, even when things go wrong, like broken merchandise, failing to receive a credit, or even worse, fraudulent charges. These are moments of truth that require your bank to fix problems fast, and Pega's disputes and payment exceptions application can help. To keep your customer happy, you have to take the right action at every touch point. She wants to use her preferred channel, doesn't wanna repeat her story, and never wants to be transferred. Pega looks across all the potential actions, gather dispute details, request documentation, initiate a chargeback, write an item off, and ensures that the right step is taken at each stage. You also have to keep management and regulators happy. Web forms, workflow or knowledge management might be a start, but they become unwieldy as government, business and network rules are constantly updated. Pega cases automate service levels, prioritization, and escalation to improve straight through processing and ensure compliance with regulations and bank policies.

You always have visibility and transparency into the work being done, because audit data and history are automatically captured. Biannual updates for Visa, MasterCard, and American Express are also included, allowing your employees to focus on fixing your customer's problem, instead of convoluted procedures. With Pega mashup, you can put our responsive UI directly into your website, CRM or mobile app. Rather than rebuilding claim handling in each channel, you can embed and reuse the same processes, cases, and business rules across all channels. Change is fast and easy, with updates instantly reflected everywhere. As a result, the Pega disputes and payment exceptions application delivers consistent, cost effective, and compliant results across the case lifecycle, from capture to resolution. So the next time your customer returns the little black dress that didn't quite fit, and the merchant isn't refunding her money or returning her calls, she can still have a frictionless interaction with your bank that will turn a moment of truth into a lifetime relationship. Our world is constantly changing. Only Pega lets you build for change.


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