The Payment Inquiry Microjourney™ helps Commercial Bank clients to initiate an inquiry into a specific transaction in their account and escalate to a back-office payments investigator where appropriate by simplifying communication between back-office and front-office resources working on the case. This Microjourney also supports integration with back-office investigation tools (such as Pega Smart Investigate) that are highly specialized to support payment investigations and integrated with SWIFT network messaging, which securely allows all the banks that have touched a transaction to communicate securely.

The following figures illustrate the Payment Inquiry workflow: