Retail banking deposits and accounts is a vast domain that requires a complete understanding of different account types, financial instruments and their life cycles, as well as banking services and products to be able to deliver unparalleled services to retail customers. Genpact has broad and deep capabilities in retail customer account set-up, account maintenance and management, providing error free reconciliation, resolving discrepancies and exceptions, end-to-end working of negotiable financial instruments, generating statements, certificates of audit and other products like debit cards and services such as online and over the phone customer query resolution.
The broad categories of this segment constitute:
- Payment services
- Electronic services
Payment Services: This includes a palette of activities such as maintenance of accounts, clearance of payments via check cards and debit cards, negotiable instruments (checks) and relevant customer correspondences.
Account Maintenance: Post origination of accounts including basic maintenance related activities are performed by Genpact. Services like address changes on demand deposit accounts, processing affiliation updates (addition of a beneficiary, fiduciary, Power of Attorney, etc), verification, fees and interest charges and waivers, closure of accounts, generating notification to customers, monitoring accounts for compliance violations (savings accounts), resolving exceptions, settling payments (governmental or non-governmental are available to our customers.
Debit Cards: Debit card fraud prevention by blocking cards, notifying customers about potentially fraudulent charges or any suspicious activity on the accounts, resolving issues pertaining to retention of card by the ATM are some examples of critical and high end activities performed by the team.
Checks: Returning un-cleared checks to customers, clearance of re-deposited checks, and rectification of exceptions are some examples of work types processed at Genpact.
Electronic Services: An array of activities like electronic funds transfer (EFT’s), online bill pay service, email correspondence with customers, automated clearing house (ACH) related services are performed under this umbrella of the banking sector.
Email Correspondence: Providing solutions to customer queries promptly and effectively with a concentrated focus on customer satisfaction via email has been a real success story. Genpact works towards meeting the customers requirements, be it balance inquiry, address change or statement request. The customers may dispute charges and transaction on their accounts and such work gets routed to the appropriate departments by the email team.
Automated Clearing House (ACH) Services: ACH Services are divided into the following sub processes:
- Death of Depositor (DOD): Based on information regarding a customer's death received from funeral homes or other agencies, the bank places a hold on the customer’s accounts and meanwhile advises the organization providing the notification to submit supporting documentation.
- Death Notification Entry (DNE): Similar to the above, when an account holder's family, friends, for example notify the bank of the event, the bank places a hold on the accounts and request substantiating documents to be sent.
- Reclamations: This team returns benefit payments (social security, veteran benefits, etc) on deceased customers accounts to the US Treasury.
- Unresolved Returns: Exceptions on customer accounts (beneficiary deceased, unauthorized transaction, account closed, etc) are researched thoroughly and resolved. Fund transfer or payment clearing occurs electronically.