FINS BIAN Contact Handler Process API

Examples of Use

A customer is self serving on the web and then requests to talk to a servicing representative directory using the VoIP capability presented on the banks web portal.

Role Definition

BIAN defines a customer contact as the overarching structure handling a customer interaction from start to end. A contact can include one or more servicing dialogue ‘sessions’ in parallel or sequence to support different device/channel uses within the contact and to allow for the customer to be passed on to different servicing specialists as necessary during the contact. Each session is handled at a servicing position where the Contact Dialogue service domain is called to handle the specific customer interaction. Contact Handler concludes the contact, handles the authorization permissions and shares any contact information collected during the contact between sessions as necessary

Related Business Scenarios

EXT HANDLE REQUEST TO ESTABLISH CREDIT TRANSFER STANDING ORDER ON CORPORATE CURRENT ACCOUNT

EXECUTE INTERACTIVE RETENTION CAMPAIGN

EXT HANDLE REQUEST FOR PREFERENTIAL RATES FOR CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST TO DETACH ACCOUNT FROM CORPORATE PAYROLL SERVICE AGREEMENT

EXT HANDLE REQUEST FOR EARLY RENEWAL OF TERM DEPOSIT

EXT HANDLE REQUEST FOR HIGH VOLUME VIRTUAL ACCOUNT OPENING

EXT HANDLE REQUEST TO OPEN TERM DEPOSIT UNDER TERM DEPOSIT AGREEMENT FOR RETAIL CUSTOMER

HANDLE CUSTOMER REQUEST FOR USER ACCESS TOKEN USING BANK AUTHORIZATION GRANT AND ITS CLIENT SECRET WITHIN ACTIVE CONTACT

EXT RECORD CORE SEPA DIRECT DEBIT MANDATE AT CREDITOR BANK

HANDLE SERVICING REQUEST FOR ACCESS ATTEMPT WITH OUT OF PATTERN CUSTOMER OR TPP BEHAVIOUR

EXT HANDLE REQUEST TO ADD SIGNATORY TO CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST FOR RENEWAL OF UNCOLLATERALISED CONSUMER LOAN

EXT HANDLE REQUEST TO OPEN VIRTUAL ACCOUNT

EXT PROCESS B2B DIRECT DEBIT MANDATE NOTICE FROM CREDITOR BANK AT DEBTOR BANK

CREATE CUSTOMER REPORTS

EXT HANDLE REQUEST TO CHANGE CORPORATE CURRENT ACCOUNT OWNERSHIP

EXT HANDLE REQUEST TO CHANGE TERM DEPOSIT ATTACHED CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST TO CLOSE VIRTUAL ACCOUNT

EXT HANDLE REQUEST FOR HIGH VOLUME ACCOUNT OPENING

EXT HANDLE CUSTOMER RELATIONSHIPS CASE

HANDLE CUSTOMER REQUEST FOR PAYMENT ORDER DURING ACTIVE MOBILE ACCESS SESSION

EXT HANDLE REQUEST FOR COMBINED ACCOUNT STATEMENT

PROCESS CONTACT SETUP AND START TPP SERVICING DIALOGUE

EXT HANDLE MERCHANDISING LOAN APPLICATION

EXT HANDLE REQUEST TO OPEN CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST TO REACTIVATE DORMANT CORPORATE CURRENT ACCOUNT

EXT HANDLE BULK REQUEST FOR OPENING SALARY ACCOUNTS

EXT HANDLE REQUEST TO CHANGE TERM DEPOSIT AGREEMENT CONDITIONS

CHECK CUSTOMER CHANNEL ACCESS HISTORY AND ACCESS ENTITLEMENTS

EXT HANDLE REQUEST TO CHANGE VIRTUAL ACCOUNT OWNERSHIP

EXT HANDLE REQUEST TO MOVE OVERDRAFT LIMIT BETWEEN VIRTUAL ACCOUNTS

EXT HANDLE REQUEST TO USE DIRECT DEBITS AS PAYMENT INSTRUMENT

DEVELOP OPPORTUNITY

EXT HANDLE REQUEST TO ADD ACCOUNT TO SWEEP AGREEMENT

EXT HANDLE INSTRUCTION TO TERMINATE B2B DIRECT DEBITS SERVICE AT CREDITOR BANK

EXT HANDLE REQUEST FOR OVERDRAFT LIMIT ON VIRTUAL ACCOUNT

END MOBILE ACCESS SESSION AND UPDATE EVENT AND SERVICING AND CHANNEL HISTORY

EXT HANDLE REQUEST TO PRE-OPEN CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST FOR MODIFICATION OF MERCHANDISING LOAN

HANDLE FAILED SELF SERVICE PRODUCT APPLICATION

HANDLE CUSTOMER REQUEST TO LOG ON TO BANK TO AUTHENTICATE AND TO AUTHORISE CLIENT ACCESS TO THEIR ACCOUNT

EXT HANDLE REQUEST TO OPEN TERM DEPOSIT AGREEMENT FOR RETAIL CUSTOMER

EXT HANDLE REQUEST FOR ACCOUNT STATEMENT AND BALANCES

EXT HANDLE REQUEST TO OPEN TERM DEPOSIT UNDER TERM DEPOSIT AGREEMENT FOR CORPORATE CUSTOMER

EXT HANDLE REQUEST TO OPEN RETAIL CURRENT ACCOUNT

HANDLE TPP REQUEST FOR REGISTRATION WITH BANK AND EXCHANGE OF ‘CLIENT IDENTIFIER’ AND ‘CLIENT SECRET’ FOR LATER REFERENCE

GET CUSTOMER REQUEST AND SHOW ACCOUNT BALANCE

EXT HANDLE REQUEST FOR CORPORATE DEBIT CARDS SERVICE

EXT HANDLE REQUEST FOR EARLY CLOSING OF TERM DEPOSIT

PROCESS ACCESS REQUEST BY TPP ON BEHALF OF CUSTOMER

EXT HANDLE REQUEST TO CLOSE CORPORATE CURRENT ACCOUNT

EXT HANDLE REQUEST TO TERMINATE SWEEP AGREEMENT

EXT HANDLE REQUEST FOR ACCOUNT STATEMENT AND OUTGOING CREDIT TRANSFER

EXT HANDLE REQUEST TO ESTABLISH TERM DEPOSIT AGREEMENT

PROCESS CUSTOMER ACCESS REQUEST AND AUTHENTICATION

EXT HANDLE REQUEST TO CHANGE SWEEP SEQUENCE

Core Business Object

CONTACT HANDLER

Key Features

• Handle customer contacts with the bank
• Obtain customer identity authentication
• Consolidate reference information and recent contact activity details
• Obtain routing decision (select optimal servicing resource)
• Initiate servicing sessions
• Log contact activity

Customers can use this integration template to accelerate implementation.