PINQ Process INQuiries Management System · PINQ – Process INQuiries Management System A Case Management Solution. ... Request for documents from customer documents supporting this

Partnerschaft – Kompetenz – Intelligenz

PINQ – Process INQuiries

Management System A Case Management Solution

Part of Consileon Group © 2016 syracom AG. All Rights Reserved.

The base for a flexible inquiry management

A professional case management system to

control, process and respond business transactions

Crosslinking of different systems from front- to back-office

Orchestrated integrated and comprehensive monitoring of entire processes

across divisions but also cross-industry

A brand of Syracom AG

Process Inquiries Management System

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Trends in banking business:

Our solutions for growing business challenges

More and more regulatory requirements make processes

very complicated

Next to business, also specific processes (KYC, on boarding in

the credit/debit card business) are regulated

and reviewed by supervisory authorities

Outsourcing of sub-processes to specialists which need an

effective monitoring of implementations

Model and implement processes (including

automation and monitoring e.g. inquiries in payment

transactions)

Efficiency will increase and costs will be reduced

SEPA products are supported

End-to-end process: branches will be connected

Electronic file including and complete case history

Compliance with legal requirements overall

EU-Payment Services Directive (PSD)

Financial Action Task Force (FATF), Special Recommendation

VII (SR7)

Rules for Securities (Bafin)

AML, embargo audit / PEP

Meeting regulatory requirements

SWIFTNet Exceptions and Investigations

Payment Service Directive (PSD)

Compliance with rules concerning AML, embargo audits

Investment Companies Act (KAGG)

Role of a Custodian and Trustee

Customer satisfaction and cost reduction

Full and timely inventory valuation

Risk calculation and limit check

Increasing customer requirements by sinking margins

SLAs

Increase customer service and minimize risks by a

stringent process and case management

High quality concerning inquiries and responses

Transparency and transaction security

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Automation and monitoring of processes

Transactions

Case Input

Phon

e

Onlin

e

Bra

nch

Mail

Fax

SW

IFT

Backend Access Customer

data User data

Aktivities

Collaboration Content

Processes

Cases

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Overview of Case Management

Partia

lly

stru

ctu

red

Dyn

am

ic

Stru

ctu

red

Case1: Case 2: Case 3:

Inquiries Requests for

duplicates ATM

Open

positions Complaints Credit cards

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Interdivisional Case Management Solutions

Cases

Payments

(including SEPA)

Processes for onboarding

of merchants (credit cards)

Handling of

consumer loans

Investment banking

Tracking of SEPA-

Migration-Readiness

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Part of Consileon Group © 2016 syracom AG. All Rights Reserved. Page 7

Creation of cases for each customer to be migrated

Status definition (uniform Status-Codes)

‚Emergency support‘ for projects, which are overdue

Tracking of progress of customer projects

Communication / reminders

Milestone tracking of customer test

Other To-Do‘s

Tracking of SEPA-Migration-Readiness

Part of Consileon Group © 2016 syracom AG. All Rights Reserved. Page 8

Change of payment orders

SEPA -R-transactions

Document request

Cancellation and renewal

Filing of table of charges

Account transfers

Correction of value dates / Interest claims

Investigations card initiated payments

ATM-Transactions

Support of SWIFTNet E&I Standards ISO 20022

Payments (including SEPA)

AML / Sanction Screening

Optimized usage or routing

directories

Interbank tape

BIC Service Directory

Handling of requests for

compensation of Fees

Check of requests

Confirmations

SEPA-Mandate related inquiries


Processing / validation of application forms of merchants for admission as merchant with

credit card payment facilities

System-supported research of missing information (e.g. ownership structure, HR entries

etc.) using acquirers and partners

Structured storage of merchant master data and supply of master data, risk, and PEP

systems

System-supported check for compliance with regulatory or private-economical licensing

criteria (Master/VISA….)

System-supported considerations of the views of acquirers and partners

Communication of results of admission process to partners and merchant

Archiving according to European card-specific regulatory specifications (PCI DSS)

Merchant onboarding processes (credit cards)

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Prior to loan decision

Collection of personal customer data

Comparison with generic customer master data

Credit check (risk system: internal list of ‘black sheep’), lists of

accounts and assets

Request for documents from customer documents supporting

this type of loan (legitimation, proof of income, collateral and

other relevant documents)

Collection of SEPA direct debit mandate for collection of credit

installments

Reminders in case of missing documents

Inquiry to credit check service provider

Handling of consumer loans

After making the loan decision

Rejection of loan

Approval of credit and initiation trigger to

credit application

Trigger for risk system

Notification of credit check service provider

Set up of due date and installments data of

loan

Shipping of annual repayment confirmation

In case of default

Update risk systems / credit check service providers

Reminders and determination of escalation step(s)

If necessary confirmation of extension of repayment

schedule

Next wave of reminders (further escalation steps)

Termination of credit and transfer of claim to collection

agency

If necessary initiate liquidation of collateral

After complete repayment

Final repayment confirmation

Report to risk system credit check service

provider

Close file

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Workflows e.g.

Interest claims

Mismatched orders

Mismatched trade confirmations

Missing or duplicate trade confirmations

Unsettled trades received

Issue of securities / IPOs

Custody

Missing confirmations of settlement

Investment banking / security

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Reporting

Pending cases

Pending messages

Messages by Status

Messages by Type

Closed cases by

cause

originator

product type

Reporting period of choice

Service level report

All process data can be exported to other reporting solutions such as crystal reports and

can be edited individually

Dash-Board - Business monitoring / KPIs

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Use-Case 1

End-to-end solution for inquiry management

SWIFT Transactions Customer Data Booking

E-Mail SWIFT

MT MX

Scaned

letters

Phone

memo Fax

Payments Trade Settlement Branch / department1

Branch / department

2 Loan Department

Costumer service

Costumer service

Service module

Processing

module

Page 13


Payment

application Booking interface

Lists

Processing

Processing and

responses

Use-Case 2

Inquiry process for national payment transactions

Bank A Bank A

Fax

Fax

E-Mail

E-Mail

KundeClient

Page 14


Zahlungs-

System Buchungs-

System

Listen

Routing

Processing

Use-Case 3

Inquiry process international payment transactions

Bank A Bank A

Query

Korrespondenzbank 1 Query

Korrespondenzbank2 Response

Korrespondenzbank 2 Response

Correspondent bank 1

SWIFT MT, MX

Correspondent

bank

Team B

Team A

Case transfer

Case transfer

Case

transfer

Response

Page 15


Transaction

history

Zahlungs-

instruktion

Processing

Use-Case 4

Process for handling requests for compensation of fees

Bank A

Charge

customers

Correspondent

bank

Pmt-Application

Fees

Request

for compensation

of fees

E-Mail

KundeClient

Page 16


account-opening

Customer Data

Risk Systems

PEP

Collecting Data

Geschäfts-vorfall

eröffnen

Merchant Acceptance

Merchant 1

Use Case 5

Credit card process

Merchant 2

Merchant 3

Abschluss der Prüfung

und Kommunikation der

Ergebnisse

Completion of

Admission Process and

communication of

results

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Set up of

loan data

Customer data,

risk systems,/

Credit check

service providers

Data collection

Opening of case

Credit decision

Use Case 6

Customer loans process

Abschluss der Prüfung

und Kommunikation der

Ergebnisse

Conclusion of research

and communication of

loan decision

Credit 1

Kunde

Credit 2

Kunde

Credit 3

Kunde

Reminders,

loan termination, engage

a collection agency

Confirm loan settlement

Page 18


Order history Processing

Use-Case 7

Process securities transaction

Bank B

Custodian

Custody-

System

Settlement

Instruction

Reply to reminder Reply to reminder

Settlement

Instruction

Reminder for

outstanding

Settlements

Re-routing of

Reminder for

outstanding

Settlements

Bank A

Sub custodian

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Payment

System Booking Interface

Lists

Variety of external communication channels

Bank A

SWIFT MT, MX

Scan letters

Phone memo

Fax

Message

entry

SWIFT MT, MX

Scan letters

Phone memo

Fax

Message exit

E-Mail

E-Mail

Page 20


without PINQ with PINQ

Processing time

100%

50%

50%

Your case management will be improved considerably by using

Significant cost reduction by acceleration of turn-

around times with reduced personnel expenditure.

Optimization of efficiency through fully automated

processes and flexible configuration options.

Efficient and paperless handling of investigations by

electronic file and support of various communication

channels and standards.

Higher service performance and customer

satisfaction by improved operating time and

transparency.

Improved risk management compliance with legal and

regulatory requirements.

Page 21


Publications

IX, 8/2013

More information: http://www.pinq.de/en/news-and-events/news-archiv.html

Banken+Partner, 4/2005

gi, 4/2011

Banken+Partner, 5/2005

gi, 9/2005

Page 22

Harald Keller

Head of Competence Center

Payments and SWIFT

[email protected]

syracom AG

Otto-von-Guericke-Ring 15

65205 Wiesbaden

Germany

Fon: +49 6122 9176-73

Mobile: +49 170 3128 944

Contact Persons

Rainer Schnell

Direktor

[email protected]

syracom AG

Otto-von-Guericke-Ring 15

65205 Wiesbaden

Germany

Fon: +49 6122 9176-53

Mobil: +49 160 9017 3822


PINQ scenarios

Banks

SWIFT Exceptions & Investigations

Demand management

Consumer loans

Card business

Securities business

Customer complaints

SB media

Insurance

Processing of application / claim management

Claims management (for example, processing of damages with suspected fraud)

Incident management at home & Disbursements

Page 24

Otto-von-Guericke Ring15

65205 Wiesbaden

Fon.:+49 6122 9176-0

Fax:+49 6122 9176-11

[email protected]

www.syracom.de

Technology partner

www.pinq.de

Documents

PINQ Process INQuiries Management System · PINQ – Process INQuiries Management System A Case Management Solution. ... Request for documents from customer documents supporting this