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Check Processing - Day 1 & Day 2 Processing

Day 1 Services: Item Processing - Provide exception handling for all image enabled automated scanning/ OCR functions. Data entry, balancing and reconciliation functions are the most common example of Item processing functions.

Day 2 Services : Adjustments, Exceptions and Returns - Evaluate and correct errors like incorrectly encoded checks, duplicate/ countervailing requests, poor quality check images, posted twice

ACH Reconciliation & Disputes

ACH Returns & Research Requests: Investigation of ACH returns and adjustments to address open items

ACH Disputes: Level 1 & Level 2 disputes, including for ACH transactions - Research, validation and entry of adjustments for merchant transactions.

Lockbox Processing

Retail - Process all exceptions generated by automated processing of checks from consumers for their payments to businesses. Evaluation of exception, correction of error, and payment processing

Wholesale - Key in missing or wrong information, and process exceptions that prevent automated processing of business payments checks. Variety of checks supported.

Account/Product Setup

Setup and maintenance of products including Lockbox, ACH, Account Reconciliation (Positive Pay, Payee Positive Pay and Payee Name verification, CDA, Sweeps, Cash/Virtual vault, Commercial Cards, Zero Balance Accounts) and customer training on these products.

Positive Pay

Review checks deposited with the bank and match with the register of all checks issue, shared by the customer

Cash & Virtual Vault

Reconciliation from delivery and collection of checks and cash including for cash management vendors.

Account Opening

Setup and maintenance of multiple types of Business and Corporate accounts; also setup and verification of Wire accounts.

Account Maintenance

Modification and deletion of accounts for commercial and consumer customers, return request maintenance, maintenance of wholesale Lockbox accounts, retrieving balance information, Controlled Disbursement accounts, credit cards etc.

Account Setup

Setup and maintenance of consumer accounts.

Statement and Check Support

Handling of customer requests like retrieval of current/archived statements and check copies. Retrieved documents emailed back to the customer.

Return Mail

Manage returned statements and other documents (due to incorrect address/ address change). Evaluation and entering any corrections, resending of statements.

Email Support

Email support for Retail Bank customers including handling Internet Banking queries

Centralized Request Management

Support for email requests of the bank's customers, including routing to appropriate group for resolution (e.g. Handling of check or statement, credit references, incorrect payment application, errors in encoding).

Portfolio Setup

Process includes opening a new brokerage account and passageway managed accounts, setting up various investment option by selling life insurance and annuity products of different carriers

Brokerage Services

Indexing of documents, routing requests, checking licenses of intermediaries for validity, linking of annuity accounts.

Capital Markets

Creation of accounts, maintenance of information on accounts based on customer request. Support onboarding of counter-parties and setting up fund settlement instructions

Security Services

Updating customer database for all wealth management and institutional securities group accounts including deletions, changes of tickler symbols. Also support reconciliation of trust accounts.

Mortgage origination support

Improve processes and governance while lowering cost with our Mortgage origination support services.

Mortgage servicing and default support

Delight customers and achieve quicker turn time with our Mortgage servicing and default support services.

Cards Solutions

Deliver superior customer experience while reducing cost with our Card Issuing Solutions.

Indexing

Verification and indexing of loan documents received as initial application, or documents received subsequently as the loan is underwritten and processed.

Triage

Verify using a checklist to ensure that that all relevant documents are available for a loan in the client system and notify in case of any missing document to ensure file completeness

Appraisal Mailing

Sending out the appraisal mailing cover sheet and the appraisal document to end customer via email

Prefund Review

Verify availability of all the loan documents using a checklist for Equity & Non - Equity loans before the loan is funded.

Clear to Close

Prepare closing instructions for equity loans and sending them to the financial center with a list of documents required to be collected at closing.

Subordination

Review of subordination request and entering it into the client system. Also provide decisioning support on subordination requests

Maintenance

Account maintenance as per servicing requests ranging from loan payoff, waiver of fees, misapplied payments, application of principal payments, extension of loan period and several other such transactions.

Account Maintenance

Assist in routing and generating documents in response to customer requests

Payoff & Lien Release

Draft documents to release the lien on the property post mortgage loan payoff.

Cashiering

Data entry for payment checks and exceptions, posting to account, correcting misapplied payments, excess funds, payment returns etc.

Pre-processing Support

Indexing: Verification and indexing of loan documents received as initial application, or documents received subsequently as the loan is underwritten and processed.

Non Equity Auto Underwriting

Review documents and determine if the loan application can be approved based on the defined set of pre-requisites

Clear to Close

Review of credit parameters for auto financing and determine if the loan application can be approved based on defined pre-requisities

Customer Service/Account Maintenance

Assist in routing and generating documents in response to customer requests

Payoff & Lien Release

Draft documents to release the lien on the property post loan payoff.

Cashiering

Data entry for payment checks and exceptions, posting to account, correcting misapplied payments, excess funds, payment returns etc.

Dormant Account Review

Review alerts on dormant accounts to ensure that the alert was due to a maintenance activity by the customer and not due to fraud

Sentry Alerts (Close Account due to Fraud in other Institution)

Review negative reporting alerts for suspected fraud activities for customers who might have opened an account in another financial institution

Authentication Alerts

Review authentication alerts to ensure that the alert was due to a maintenance activity during card reorder.

Potential ID Theft Alerts

Review alerts generated whenever a customer fills an application for a new Credit Card. Verify customer information mentioned on the application form to avoid account takeover issues.

New Account Review (Negative File)

Review each new credit card, checking or savings account against the list of fraud customers maintained by financial institutions

Remote Deposit Capture

Review alerts on check deposit transactions at ATM or through mobile and decision them as fraud or non- fraud. Research and compare the check image with the previously deposited check image. Any discrepancy noticed in check image is marked as counterfeit

Suspected Fraud Account Closure Support

Support in making monetary adjustments and help in account closure for any suspected fraud account

Fraud Link Alert

Review customer deposit activity to identify any fraudulent patterns based on customers deposit history

Deposit Fraud Alert Review

Review fraud and identify fraudulent and non fraudulent transactions across Retail Accounts/ Commercial Accounts/ATM Deposits/ New Account Opening queues/Deposits drawn on the Bank

Card Fraud Disputes

Case preparation, indexing and proper case routing/or full completion for all unauthorized transactions that have been posted to a customer’s debit or credit card.

Card Non-Fraud Disputes

Handling of billing errors, goods or services issues, and ATM dispensing and deposit issues - Case preparation, indexing and proper case routing/or full completion for disputed transactions.

Issuer Representments

Gather documentation constituting compelling evidence to successfully represent chargebacks, using merchant CRMs, impacting win rates positively

Pre-arbitrations / 2nd Chargebacks

Write-off Loss/ Chargeback
Evaluation of disputed transaction, level 1 and 2 investigation, including posting of any write-off or chargebacks.

Merchant Disputes

Review incoming issuer chargebacks on behalf of acquirer to process representment / acceptance post verification of available documentation

Senior Political Figure and Political Exposed Person

Screening to identify politically exposed person or senior political figure and report them to the FCC - Customer Due Diligence team so that they can work with the FCC Financial Intelligence Unit and FCC Investigations to assign the appropriate controls to mitigate any additional risk.

ACH and Wire Sanctions

Review ACH payment and wires that involves both sender and receiver’s name, addresses & fund transfer information against the watch list and stop the payment on potential matches if match is on any sanction party or country.

Negative News Search

Searching for negative news about a person or business and interrogation of public data sources and third-party data sources for negative news or broadcasts associated with an individual or company.

Enterprise Customer Information File

Analysis and research of the respective affiliates of a customer, to form a single consolidated customer view across the organization

Credit Bureau Update

Managing customer information and updating the Credit Bureau for card not reported and twice reported cases based on change requests

Customer Info Program Update

Entry of customer, account and related party information. Real-time analysis questionnaires to determine a customer's risk level

Financial Center Self Assessment

Audits performed on all the branches across the Bank to ensure controls and procedures are followed for transactions like deposits, account opening, wire transfers, cash handling etc.

Mortgage Pre-Funding Fraud Identification Quality Check

Review of residential mortgage loans documents to identify risky and questionable transactions prior to funding

Financial Statement Spreading/ Reg Rating

Better lending decisions by reclassifying client's financial statements into Moody's risk analyst template to analyze Probability of Default (PD) rating, financial ratios and periodic financial position.

Statement Spreading

Better lending decisions by reclassifying client's financial statements into Moody's risk analyst template to analyze Probability of Default (PD) rating, financial ratios and periodic financial position.

Statement Tracking

Consistent tracking of company financial statements to ensure the lender has up to date information for financial decision making.

Loan & e-App Document Indexing

Quick and accurate indexing of loan documents, collaterals and credit memos for underwriting activity, according to the obligor numbers or the company names and collation for booking activity.

Reg Rating

Update refresh/ upgrade/ downgrade of Risk Rating on commercial loans based on a Credit Memo.

Loan Document Preparation

Verification of received documents and preparing them in the system, matching against correct commercial loan account in the loan origination system

Document Due Diligence

Doc preparation and due diligence of received documents in preparation for underwriting & closing.

Document Review

Review of executed documents for the loan and collateral to check for quality of imaging, and for completeness.

Post Booking QA

Quality control of loans boarded. Verification of collaterals, documentations review.

Post Close QA

Reviewing the commercial loan executed documents and verifying if collateral items have been properly setup and tracked.

Tax Servicing

Comprehensive end-to-end tax servicing solution for commercial properties including payment processing, records management and claims processing.
Technology enabled platform for end-to-end Tax services

Payment Application

Application of payments for syndicated and other types of loans.

Advances QA

Quality assurance review and check for advances made against commercial loans.

Participation loans QA

Quality assurance of commercial loan participation information, sent in by agent banks, applied in the commercial lending system.

Customer Service QA & Research

Support for email requests, including routing to appropriate group for resolution - service request may be for a check or statement, credit references, etc.

Payoff

Verification of information for lien satisfaction and account closure on payoff.

Wire Initiation

Matching incoming wires with appropriate bought participation notices and initiation of wires.

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