Patent Application
20150006340
Transparency within an institution (e.g., financial institution) is increasingly important for employees or customers of the institution. The more transparency in the institution the easier it may be for employees or customers to understand the products and services offered by the institution.
The following presents a simplified summary of one or more embodiments of the present invention, in order to provide a basic understanding of such embodiments. This summary is not an extensive overview of all contemplated embodiments, and is intended to neither identify key or critical elements of all embodiments nor delineate the scope of any or all embodiments. Its sole purpose is to present some concepts of one or more embodiments of the present invention in a simplified form as a prelude to the more detailed description that is presented later.
Generally, systems, computer program products, and methods are described herein for a payment transparency tool that enables users (e.g., employees and/or customers) to identify the rules for payment assessments, the reasons that specific payments were assessed on customer accounts, and the criteria for avoiding future payments. The customer accounts may include, but are not limited to checking accounts, savings accounts, credit card accounts, investments accounts, retirement accounts, mortgage accounts, lines of credit, loan accounts, trading accounts, annuity accounts, or another other type of financial institution account. The free transparency tool provides users the ability to receive explanations for payment assessments, as well as specific customer account information related to why payments were assessed on specific customers or customer accounts. The payment transparency tool compiles and analyzes payment assessment data for various customer accounts, identifies customer account information for the accounts, and creates customized views for users to present clear explanations and data to address payment assessment questions. In some embodiments multiple payments assessed on multiple customer accounts may be presented to a user in an interface through a consolidated payment assessment list. Within an interface a user can view data related to the date a payment was assessed, the type of payment assessed, the payment amount assessed, payment rules, customer-specific reasons for the payment assessment (e.g., account below balance minimum, no direct deposit, or other like account rules), or other like information related to assessed payments. In some embodiments customers may be able to access the free transparency tool through customers' online banking account interfaces, or other like interfaces, over web browsers or mobile applications.
Embodiments of the invention relate to systems, computer program products, and methods comprising receiving an inquiry regarding a payment assessed to a customer account of a customer at a financial institution; accessing customer account information for the customer account of the customer; determining payment rule information for the customer account based on the customer account information; determining customized customer payment information that resulted in the payment; and providing the payment rule information and the customized customer payment information to a user.
In further accord with an embodiment of the invention, the user is an employee of the financial institution and the payment rule information and customized customer payment information is provided to the employee over an employee payment transparency interface.
In another embodiment of the invention, the user is the customer of the financial institution and the payment rule information and customized customer payment information is provided to the customer over a customer payment transparency interface, wherein the customer payment transparency interface is an online banking account interface.
In yet another embodiment, the invention further comprises determining avoidance rules that would avoid the payment assessed in the future; and providing the avoidance rules to the user.
In still other embodiments, the invention further comprises providing a consolidated payment assessment list in a centralized payment transparency interface, wherein the consolidated payment assessment list provides the payment rule information and the customized customer payment information to a user for two or more payments for two or more customer accounts.
In further accord with an embodiment, the invention comprises receiving a time period selection indicating a time period for the consolidated payment assessment list; and providing the payment rule information and the customized customer payment information in the consolidated payment assessment list for the two or more payments for two or more customer accounts to the user for the time period.
In yet another embodiment, the invention further comprises receiving a customer accounts selection indicating the two or more customer accounts to include in the consolidated payment assessment list; and providing the payment rule information and the customized customer payment information in the consolidated payment assessment list for the two or more customer accounts selected.
To the accomplishment the foregoing and the related ends, the one or more embodiments comprise the features hereinafter described and particularly pointed out in the claims. The following description and the annexed drawings set forth certain illustrative features of the one or more embodiments. These features are indicative, however, of but a few of the various ways in which the principles of various embodiments may be employed, and this description is intended to include all such embodiments and their equivalents.
Having thus described embodiments of the invention in general terms, reference will now be made to the accompanying drawings, which are not necessarily drawn to scale, and wherein:
Embodiments of the present invention will now be described more fully hereinafter with reference to the accompanying drawings, in which some, but not all, embodiments of the invention are shown. Indeed, the invention may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will satisfy applicable legal requirements. In the following description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of one or more embodiments. It may be evident; however, that such embodiment(s) may be practiced without these specific details. Like numbers refer to like elements throughout.
Thus, methods, systems, computer programs, and the like, are herein disclosed that provide for a payment transparency tool that allows both customers 4 and employees 6 to identify general payment rules, customized customer payment information for one or more of the customer accounts, and payment avoidance rules to the customers 4. The payment transparency tool assemblies the customer account information (e.g., information related to the payment assessment, account type, account balances, direct deposit information, customer type, customer status within the institution, or other like customer information or account information), determines payment rules, determine customized customer payment information that resulted in the assessed payments for the customer accounts, and provides the information to the customer 4 or employees 6 in a single consolidated payment assessment location for all of the customer's accounts. As such a customer 4 or an employee 6 may identify the reasons the payments were assessed, and actions the customer may take to avoid the assessment of payments in the future.
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The network 2 may be a global area network (GAN), such as the Internet, a wide area network (WAN), a local area network (LAN), or any other type of network or combination of networks. The network 2 may provide for wireline, wireless, or a combination of wireline and wireless communication between devices on the network 2.
In some embodiments of the invention the customers 4 (e.g., individual account holders, agents of an institutions that hold accounts, legal representatives or guardians of account holders, or the like) are the people that have one or more customer accounts with the financial institution. In some embodiments the employees 6 (e.g., associates, agents, consultants, contract workers, or others that work for or act on behalf of the financial institution, or the like) are the people that act on behalf of the institution during interactions with the customers 4.
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The processing device 14 uses the communication device 12 to communicate with the network 2 and other devices on the network 2, such as, but not limited to, the customer computer systems 20 and the employee computer systems 30. As such, the communication device 12 generally comprises a modem, server, or other device for communicating with other devices on the network 2.
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The payment transparency application 17 is a tool used to enables employees 6 and/or customers 4 to identify reasons that payments were assessed and the criteria for avoiding future payments. The payment transparency tool compiles and analyzes customer account information, identifies (e.g., determines) payment rules for particular types of accounts, identifies (e.g., determines) customized customer payment information for customer accounts, and provides the customer account information, payment rules, customized customer payment information to employees or customers to provide explanations and specialized dynamic data to address payment assessment questions, as is explained in further detail below.
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As previously indicated in some embodiments of the invention the payment transparency tool 17 may be located completely or partially on the customer computer system 20 or employee computer system 30. As such, the customer 4 or employee 6 may only have to access the customer computer system 20 or the employee computer system 30 to access the payment transparency tool.
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In one embodiment of the invention the employee payment transparency interface 500 comprises a payment type section 510, a payment amount section 520, a payment reason section 530, and an evaluation rule section 540. The payment type section 510 illustrates the type of payment assessed to one or more customer accounts (e.g., monthly maintenance payment, funds protection transfer payment, check image service payment, or other like payment). In some embodiments of the invention the customer account associated with the payment and the payment date may also be provided in the payment type section 510 or another section of the employee payment transparency interface 500. The payment amount section 520 illustrates the amount of the payment assessed to the customer account. The payment reason section 530 illustrates the customized customer payment information for the customer or the customer account that does not meet the payment rules for a customer account. For example, the reason section 530 illustrates the specific average balance of customer account and the maximum direct deposit into the customer account which failed to meet the average balance requirements and direct deposit thresholds that would avoid the assessment of the payment. The evaluation rule section 540 illustrates the payment rule or avoidance rule that would avoid the assessment of the payment in the future. For example, as illustrated in
As illustrated by block 316 the employee 6 provides the payment rules, customized customer payment information, and/or the avoidance rules to the customer 4. For example, the employee 6 may provide this information in a face-to-face interaction, over a teleconference, over the computer through e-mail, a computer interface, or other like communication means.
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As illustrated by block 414 the payment transparency tool provides the payment rules, customized customer payment information, and avoidance rules to the customer 4 through an interface, such as a customer account interface.
For example, in one embodiment of the invention, the customer payment transparency interface 600 illustrated in
In some embodiments of the invention the avoidance section 640 may provide customized avoidance information regarding what the customer should do to avoid the payment in the future. In some embodiments the avoidance section 640 may include links to take actions with respect to customer accounts to avoid the assessment of payments (e.g., current payments or future payments). For example, the avoidance section 640 may provide a link to the customer to open a specific account, may indicate that the customer should transfer a specific amount of money from one account to another and provide a link to make the transfer, provide details on how a customer can become a platinum customer, provide details that if a customer links the customer's accounts together (e.g., linked two credit card accounts and a checking account together) payments on the accounts may be avoided, or provide other like information that may prevent payments on one or more customer accounts.
In other embodiments of the invention, the payment transparency tool may provide alerts to a customer 4 or an employee 6 to notify them of potential, impending, or posted payments. In one embodiment, the payment transparency tool determines when a payment may be assessed on a customer account in the future (e.g., impending or potential payment), and alerts the customer 4 or an employee 6. The payment transparency tool may determine if a payment is going to be assessed from the payment rules and the customized customer payment information for one or more customer accounts. The payment transparency tool may alert the customer 4 or employee 6 by sending an e-mail, text message, pop-up notification in an interface, highlight a potential payment in a list of future transactions in an interface (e.g., employee payment transaction interface, customer payment transaction interface), or provides another like notification.
In still other embodiments of the invention the payment transparency tool may be able to provide an alert to a customer 4 or an employee 6 when an action the customer 4 or an employee 6 is taking is will result in a potential payment in the future. For example, if a customer 4 or an employee 6 is closing a customer account, changing a direct deposit, transferring funds from one account to another account, adding or removing a service for an account (e.g., enrolled in check image service, or the like), a notification may be sent, or an indicator may be activated, to alert the customer 4 or employee 6 of a potential payment.
In still other embodiments of an invention, a payment may have been waived in the past due to actions that the customer 4 or the financial institution made in the past. An alert may be provided to the customer 4 or an employee 6 when the wavier of the payment is going to expire or be removed by a policy change. The payment transparency tool may also prompt an action from the customer 4 or an employee 6 to extend a waiver of a payment if the customer 4 takes an action on the customer account or a related account. For example, a customer 4 may have signed up for free wealth management advice for six months, and the six month free trial period may be set to expire. The payment transparency tool may provide an alert to the customer 4 that the free trial period is about to end, and the customer 4 may be assessed a payment in the next billing cycle if the customer 4 does not take an action. As such, the payment transparency tool may indicate that the customer 4 may be able to extend the waiver of the wealth management payment if the customer has investable assets that meet a threshold level.
In some embodiments of the invention the payment transparency tool may track historic payment information related to when payments have been typically assessed on customer accounts over periods of time, and thereafter provide alerts to a customer 4 or employee 6 for potential future payments and avoidance of potential future payments. For example, a customer 4 may have received a payment for maintaining a low average balance in December in four out of the last five years, and as a result the payment transparency tool may provide an alert to the customer to remind the customer 4 to keep the average balance above a threshold level or provide other ways to avoid the potential payment.
In still other embodiments of the invention the payment transparency tool may track payments that could have been assessed against the customer in the past, but were not assessed as a result of the customer meeting particular payment rules. As such, the payment transparency tool may provide a summary of the payments that the customer has avoided in the past based on the customer's activities related to the customer's account. For example, the payment transparency tool may alert the customer 4 that a checking account payment has been waived fifteen times because the customer 4 has kept the average balance above the threshold valve for fifteen months. Alternatively, the payment transparency tool may provide a report to the customer 4 that illustrates the historical payments that could have been avoided if the customer had taken specified actions with respect to the customer's accounts. For example, the payment transparency tool may provide an alert or notification that the customer 4 could have avoided payments assessed on a checking account for the last ten months if the customer had taken advantage of a minimum directed deposit amount (e.g., used direct deposit instead of manual deposit for the customer's paycheck).
In some embodiments of the invention, the payment transparency tool may track that a customer acknowledged an alert of a potential payment or an alert on how to avoid a payment. For example, when an alert is provided to a customer 2, such as through an e-mail the payment transparency tool may be able to track when the e-mail is opened by the customer 4. In another example when an indication of a potential payment is provided to a customer 4 in an interface (e.g., pop-up notification) the customer 4 may be required to acknowledge (e.g., select an “ok” or “yes” feature) the potential payment before the customer 4 may be able to proceed with other actions in the interface. In this way if a customer 4 tries to dispute a payment, the financial institution may be able to identify that the customer 4 previously acknowledged the payment, indicated awareness of the payment, and/or accepted the payment.
In one embodiment of the invention the payment transparency tool may provide a customer payment status view to the customer 4 or the employee 6 that illustrates all of the payments that are avoided by the customer 4 in light of the status of all of the customer's accounts. In this way the payment transparency tool may access all of the payments that are not assessed to the customer's accounts, but would have or could have been if the customer had not taken specific actions with respect to the accounts.
In other embodiments of the invention the payment transparency tool may include an indicator selection (e.g., one-click button, link, or other like feature) that allows a customer 4 to seek further assistance from an employee 6 (e.g., financial institution associate). The indicator selection, in some embodiments, opens a help ticket that is escalated to an employee 6 to further research a payment. In other embodiments the indicator selection opens up a communication channel (e.g., message chat, telephone conversation, e-mail inquiry, or other like channel) to discuss a payment with an employee 6. The customer 4 may utilize the indicator selection to receive help related to a payment, to dispute a payment, or for other like purposes.
In some embodiments of the invention, the payment transparency tool may keep track of the number of times a customer 4 or employee 6 utilizes the payment transparency tool, as well as the number of times the use of the tool resulted in payment avoidance. For example, the customer 4 may have accessed the tool ten times in the last month and taken actions using links in the tool, or other actions outside of the tool, that prevented a payment from being assessed against a customer account. For example, out of the ten times the customer 4 used the tool the customer opened a new account once, transferred money into another account twice, and increased a direct deposit amount once, and thus prevented payments on four of the ten uses of the payment transparency tool.
The interfaces are not limited to the interfaces discussed herein. Different types of interfaces may be utilized to provide payment rules, customized customer payment information, or avoidance rules to the customer 4 for one or more payments for one or more customer accounts, in various embodiments of the invention. In some embodiments the potential future payments may also be included in the interfaces (e.g., in the consolidated payment assessment list).
The customer 4 may be able to opt in or out of the various features of the payment transparency tool including, but not limited to, receiving alerts related to payments assessed or potential payments assessed on one or more the customer accounts.
As will be appreciated by one of skill in the art in view of this disclosure, the present invention may be embodied as an apparatus (e.g., a system, computer program product, and/or other device), a method, or a combination of the foregoing. Accordingly, embodiments of the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment (including firmware, resident software, micro-code, etc.), or an embodiment combining software and hardware aspects that may generally be referred to herein as a “system.” Furthermore, embodiments of the present invention may take the form of a computer program product comprising a computer-usable storage medium having computer-usable program code/computer-readable instructions embodied in the medium.
Any suitable computer-usable or computer-readable medium may be utilized. The computer usable or computer readable medium may be, for example but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device. More specific examples (a non-exhaustive list) of the computer-readable medium would include the following: an electrical connection having one or more wires; a tangible medium such as a portable computer diskette, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or Flash memory), a compact disc read-only memory (CD-ROM), or other tangible optical or magnetic storage device.
Computer program code/computer-readable instructions for carrying out operations of embodiments of the present invention may be written in an object oriented, scripted or unscripted programming language such as Java, Pearl, Smalltalk, C++ or the like. However, the computer program code/computer-readable instructions for carrying out operations of the invention may also be written in conventional procedural programming languages, such as the “C” programming language or similar programming languages.
Embodiments of the present invention described above, with reference to flowchart illustrations and/or block diagrams of methods or apparatuses (the term “apparatus” including systems and computer program products), will be understood to include that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a particular machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create mechanisms for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer readable memory produce an article of manufacture including instructions, which implement the function/act specified in the flowchart and/or block diagram block or blocks.
The computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions, which execute on the computer or other programmable apparatus, provide steps for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. Alternatively, computer program implemented steps or acts may be combined with operator or human implemented steps or acts in order to carry out an embodiment of the invention.
Specific embodiments of the invention are described herein. Many modifications and other embodiments of the invention set forth herein will come to mind to one skilled in the art to which the invention pertains, having the benefit of the teachings presented in the foregoing descriptions and the associated drawings. Therefore, it is to be understood that the invention is not to be limited to the specific embodiments disclosed and that modifications and other embodiments and combinations of embodiments are intended to be included within the scope of the appended claims. Although specific terms are employed herein, they are used in a generic and descriptive sense only and not for purposes of limitation.
