Pega Customer Service for Financial Services includes several standard case types. These case types are
available for selection within the New Application wizard when you create your implementation
application. Depending on your service needs, you might include all, none, or a subset of these
case types in your application. In addition, you can create new case types to meet your service
needs.
Pega Customer Service for Financial Services
Product Overview
The following tables list and describe the categories of case types available in Pega Customer Service for Financial Services.
Card account category
| Case type | Description |
| Activate Card | Activate a new credit card. |
| Balance Transfer | Transfer a credit card balance from one account to another internal or external
account. |
| Change APR | Allows the CSR to reduce the APR for a set term on an account. |
| Change Billing Cycle Date | Change the billing cycle date for a credit card. |
| Close Account | Close an account and present retention offers to the caller. |
| Credit Line Management | Request an adjustment to the customer’s credit limit. |
| Dispute Transaction | Create a dispute-transaction case with optional integration to Smart Dispute.
|
| Force and Stay | Allows a Collections Analyst to force an account into collections. |
| Manage Lost or Stolen Card | Receive a report of a lost or stolen card and reissue a replacement card.
|
| Manage Auto Pay | Set up automatic recurring payments. |
| Request PIN | Receive and process a request for a new PIN or reset a PIN number. |
| Request New Plastic | Receive and process a request for a new card including for additional card
holders on existing accounts. |
| Statement Copy | Request a statement copy. |
| Transaction Inquiry | Inquiry into a specific transaction. |
| Fee Inquiry | Provides information and decisioning on why a fee was charged and whether it
could be refunded. |
| Military Benefit | Captures active US Military duty details of a customer and processes his/her
eligible accounts to activate or deactivate benefits under the Service Members Civil
Relief Act (SCRA). |
| Change PIN | Enables a customer to immediately self-service their PIN change by using a
two-factor authentication, even if they do not know their current PIN. |
Retail deposit account category
| Case type | Description |
| Bill Pay | Set up single or recurring payments. |
| Close Account | Close an account and present retention offers to the caller. |
| Request Checks | Request printed checks. |
| Statement Copy | Request a statement copy. |
| Transaction Inquiry | Inquiry into an account regarding specific transactions. |
| Transfer | Transfer funds from one account to another either within the bank or across
banks. |
| Make Payment | Allows customers to quickly and conveniently repay bank liabilities. |
| Fee Inquiry | Provides information and decisioning on why a fee was charged and whether it
could be refunded. |
Loan account category
| Case type | Description |
| Force and Stay | Allows a service provider to force a case into collection outside of the file
feed process. |
| Manage Auto Pay | Pay minimum dues with automatic payment setup. |
| Request 1098 | Request to get a Mortgage Interest Statement. |
| Remove PMI | Submit a request to remove the Private Mortgage Insurance on a qualified loan
account. |
| Statement Copy | Allows CSR to capture a request for loan modification programs provided as part
of the Default Management capability based on the response to the questions provided
by the customer. |
| Request Modification | Record details of assets (house, car, and so forth) used to collateralize a
loan as well as their periodic valuations. |
| Manage Collateral | Record details of assets (house, car, and so forth) used to collateralize a
loan as well as their periodic valuations. |
| Repossession | Manage the process with a series of account reviews and correspondences to
ensure that the asset/collateral can be legally repossessed once the customer is
confirmed to be unable to repay their loan. |
Card collections category *
| Case type | Description |
| Change APR | Allows the CSR to reduce the APR for a set term on an account. |
| Schedule Payment Plan ** | Allows CSR to select from a set of suggested repayment plans for a customer in
collections. |
| Resolve Collections | Provides a CSR the ability to remove the “Collections” status of a Customer
once a payment plan or settlement has been completed. |
| Settlement Offer | Allows the CSR to provide a one-time payment amount to the customer regarding
an outstanding account balance. |
| Special Circumstances | Record special circumstances (military service, natural disaster, death, and so
forth.) to a customer’s record. |
| Transfer to Agency | Provides the Collections Analyst with the ability to transfer a collections
case to a third-party agency. |
| Fee Inquiry | Provides information and decisioning on why a fee was charged and whether it
could be refunded. |
* Requires Pega Customer Decision Hub license. The Collections cases in Pega Customer
Service for Financial Services are not based on the Manage Collections case in Pega Customer
Service.
** The Schedule Payment Plan case in Pega Customer Service for Financial Services is not
based on the Schedule Payment Plan case in Pega Customer Services.
Commercial deposit account category
| Case type | Description |
| Statement Inquiry | Look up statements for a specific period of time on behalf of a customer and
initiate an inquiry on a specific statement line item. |
| Close Account | Initiate an account closing and present retention offers. |
| Fee Inquiry | Provides information and decisioning on why a fee was charged and whether it
could be refunded. |
| Manage Entitlements | Verify and add signers eligible to access an account upon the customer’s
request. |
| Request Checks | Request printed checks. |
| Statement Copy | Submit a statement copy request on behalf of a caller. |
| Payment Inquiry | Inquiry into an account regarding specific transactions and escalate to a
back-office payments investigator where appropriate. |
| Transfer | Transfer money across accounts within the institution or across institutions.
|
Commercial lockbox investigation category
| Case type | Description |
| Lockbox Missing Batch File | Receive a report of a missing lockbox batch deposit and initiate an
investigation. |
| Lockbox Missing Payment | Receive a report of a missing lockbox payment and initiate an investigation.
|
| Lockbox Proof Error | Receive a report of a proof error and initiate an investigation. |
Commercial ACH payment category
| Case type | Description |
| ACH Duplicate Posting | Search for duplicate ACH postings on behalf of a customer. |
| Letter of Guarantee Inquiry | Check on status or confirm the existence of a commercial letter of guarantee.
|
Wealth and Brokerage account category
| Case type | Description |
| Change Standing Instructions | Add, change, or delete recurring payments or transfers. |
| Confirmation Copy | Send confirmation of a Financial Transaction to the Customer. |
| Distribution Request | Request distribution of dividends, interest, and capital gains from a brokerage
account. |
| IRA Rollover | Facilitate an IRA rollover. |
| Modify Beneficiary | Allows users to add, modify, or remove beneficiaries from accounts. Includes
DocuSign eSignature for confirmation. |
| Required Minimum Distribution | Facilitate a customer’s request for the required minimum distribution from
their retirement accounts. |
| Statement Copy | Submit a statement copy request on behalf of a caller. |
| Transaction Inquiry | Inquiry into an account regarding specific transactions. |
| Transfer Funds | Transfer funds across accounts within the institution or across institutions.
|
Organization category
| Case type | Description |
| Update Organization Details | View and maintain information associated with a business unit including name,
tax ID, etc. |
| Update Organization Address | View and maintain address information associated with a business unit. |
| Update Organization Communication Details | View and maintain communication information associated with a business unit.
|
Contact category
| Case type | Description |
| Capture Income & Expenditure | Capture income and expense information for a Customer. |
| Modify Account Links | View and maintain a list of accounts associated with a contact. |
| Update Contact Addresses | Change the contact’s existing addresses or add a new address and the ability to
mark one of them as primary residence. |
| Update Contact Communications Options | Change the contact’s phone numbers, e-mail, and social media contact
information including setting express consent status and primary methods of contact.
|
| Update Contact Profile | Change the contact’s personal information, addresses, and communication and
verification preferences. |
| Travel notification | Enables customers to notify their bank of upcoming travel plans so that their
account(s) will not be locked due to unusual transactions. |
| Manage Customer Circumstance | Allows customers to report rare events that require exceptional handling. For
example, COVID19, storms, or other natural disasters that can impact the ability to
repay bank liabilities. |
Sales and Offers category **
| Case type | Description |
| Create Lead | Provides the CSR with the ability to create a sales lead corresponding to an
individual or organizational customer. |
| Create Opportunity | Provides the CSR with the ability to create a sales opportunity to sell a
product to an individual or organizational customer. |
| Schedule Appointment | Schedule an activity such as a follow-up conference call for a customer,
including the start/end date, topic, location. |
** Requires Pega Sales Automation license.
General category
| Case type | Description |
| Co-Browse with Customer | Allows agents to provide support to the customer by reviewing their actions in
conjunction with the customer on their self-service portal. |
| File a Complaint | Provides a guided process for capturing and resolving complaints. |
| General Service Request | Create a generic service item; use this process to capture and route work when
an automated workflow has not been created. |
| Send Literature | Request for documentation on products and services offered by the institution.
|
| Suggested Offers | Present cross-sell and other offers to a customer |
