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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
Automation and monitoring of processes
Transactions
Case Input
Phon
e
Onlin
e
Bra
nch
Fax
SW
IFT
Backend Access Customer
data User data
Aktivities
Collaboration Content
Processes
Cases
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
Payment
application Booking interface
Lists
Processing
Processing and
responses
Use-Case 2
Inquiry process for national payment transactions
Bank A Bank A
Fax
Fax
KundeClient
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
KundeClient
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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.
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Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Harald Keller
Head of Competence Center
Payments and SWIFT
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
syracom AG
Otto-von-Guericke-Ring 15
65205 Wiesbaden
Germany
Fon: +49 6122 9176-53
Mobil: +49 160 9017 3822
Part of Consileon Group © 2016 syracom AG. All Rights Reserved.
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
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Otto-von-Guericke Ring15
65205 Wiesbaden
Fon.:+49 6122 9176-0
Fax:+49 6122 9176-11
www.syracom.de
Technology partner
www.pinq.de