In a settlement offer, the financial institution and the customer agree on an amount that is less than the customer's total outstanding debt (for example, paying a portion of entire loan, not just the past due amount). From the Settlement Offer service case, the Take a Payment P-case is created and is routed to a payments workbasket. A settlement offer can also be added as an option in the Schedule Payment Plan service.
Launching a settlement offer service case
To launch a Settlement Offer service case, complete the following steps.
- In Express mode, click and start an interaction.
- Click .
- On the Settlement Offer page, enter the proposed settlement amount, payment effective date, and payment method, then click Next.
- Select the communication mode, then click Finish.
- Click Confirm.
After the settlement offer is successfully created, the customer service representative should validate the case details against the amount that is received through the specified payment method and resolve the case, which also automatically resolves the Settlement Offer case.
Customizing a settlement offer service case
A settlement offer service case can be customized.
Propose a different settlement amount
You can update the default settlement offer with the delinquent amount. For this customization, the property must be set in the preactivity of the flow action, as displayed in the following figure:
Create payment cases
You can customize the logic for payment cases by extending the CreatePaymentCase flow, as displayed in the following figure: