Patent Application
20150186993
In general, embodiments of the invention relate to methods, systems, apparatus and computer program products for managing the recovery of payment from financial institution account(s) in arrears and, more particularly, for tracking user actions within a user interface for accessing payment recovery work assignments that manage recovery of payment from financial accounts in arrears.
Financial institutions and other entities that extend credit to customers are constantly task with trying to recover payment from customers who have allowed their accounts to go past due (i.e., in arrears). Typically, such attempts at payment recovery involve contacting the customer, such as by telephone call or another form of communication, to make the customer aware that their payment on an account has gone into arrears and to encourage or seek payment on the account.
In the financial institution environment, a customer may routinely hold more than one account that requires payment, for example, a mortgage, a personal loan, a car loan, credit card(s) and the like. In such instances, if a customer is experiencing difficulty in making timely payments to one of the accounts it is likely that they may also be experiencing difficulty making payment on other, if not all, accounts. Traditionally, in large enterprise financial institutions in which products, such as mortgages, loans and credit cards and the like, are compartmentalized by business lines/units, each business line/unit, having their own systems of record and recovery processes, would be responsible for recovering payment on accounts in arrears. From a customer perspective, if the customer is in arrears on more than one account held at the financial institution, the customer can expect to be contacted individually by each business line/unit seeking payment recovery.
Recovery of payment on accounts in arrears is regulated both by the government and the payment recovery entity (e.g., a financial institution). As such, financial institutions or the like must ensure that they comply with the regulations surrounding payment recovery, such as how frequently and at what times they can contact a customer and by what means they contact the customer. In this regard, each different account may have different rules and regulations surrounding payment recovery.
In addition to ensuring that payment recovery complies with internal and government regulations, financial institutions also have a desire to be able to assess their employee's success at recovering payment. Imperative in successfully assessing the productivity of payment recovery employees is the ability to know exactly what actions were taken by employees when contacting a customer; e.g., which accounts were accessed, the manner in which the employee/associate accessed the accounts, how long the accounts were accessed and the like.
Therefore, a need exists for a comprehensive financial institution account payment recovery system that provides a financial institution or other payment recovery entity the ability to ensure that they are complying with internal and government regulations. For example, the desired payment recovery system should be able to identify inappropriate behavior taken by an associate/representative, such accessing or inquiring about accounts that the associate/representative is not authorized to access or seek payment recovery on. In addition, the financial institution desires a means by which to assess the productivity of associates/representatives in terms of how efficiently the associate/representative performs a payment collection action and/or how successful and by what means the associate/representative performs a payment collection action.
The following presents a simplified summary of one or more embodiments 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 in a simplified form as a prelude to the more detailed description that is presented later.
Embodiments of the present invention relate to systems, apparatus, methods, and computer program products for providing a customer service representative a unified representation of all customer relationships with respect to the entity, such as a financial institution or other entity providing a customer credit. Specifically, the unified representation may include all accounts in arrears desired for recovery. The invention presents an overarching view of all customer relationships to a customer service representative prior to or immediately upon a customer communication. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated.
Specific embodiments of the present invention provide for tracking some, and in most embodiments all of the actions that a user (otherwise referred to herein as an associate, representative or employee) takes within a user interface of the unified payment recovery system. The user interface is configured to provide the user access to customer accounts and other information regarding payment recovery and provides the user with access to work assignments (commonly referred to as queues). As such, the user will perform certain actions within the user interface while contacting a customer with payment in arrears as a means of trying to secure payment from the customer. By tracking some, if not all of the actions taken by the user the present invention is able to ensure that the user complies with internal and government regulations regarding contacting customers and assess the productivity of their associates/representatives.
An apparatus for tracking user actions within a user interface for managing recovery of payment from financial accounts in arrears defines first embodiments of the invention. The apparatus includes a computing platform having a memory and at least one processor in communication with the memory device. The apparatus additionally includes a payment recovery module stored in the memory, executable by the processor and configured to provide a network-accessible user interface that is configured to allow users to access payment recovery work assignments (commonly referred to as a queue) and manage recovery of payment from financial institution customers having financial accounts in arrears. Additionally, the apparatus includes a user activity tracking module stored in the memory, executable by the processor and configured to record and store a plurality of user actions taken by the one or more users in accessing and interacting with the user interface.
In specific embodiments of the apparatus, the user activity tracking module is further configured to generate a session-based Globally Unique Identifier (GUI) for each instance that a user creates a session within the user interface. In such embodiments of the apparatus, the session-based GUIs may be stored and associated with a plurality of systems of record within a payment recovery system. In related embodiments of the apparatus, the user activity tracking module is further configured to generate an account-based Globally Unique Identifier (GUI) for each instance that a user opens an account within the user interface. In such embodiments of the apparatus, the account-based GUI may be stored and associated with a plurality of systems of record within a payment recovery system.
In further specific embodiments of the apparatus, the user activity tracking module is further configured to record and store the plurality of user actions including a session log-in action and a session log-out action associated with the user logging into and out of the user interface. In other related embodiments of the apparatus, the user activity tracking module is further configured to record and store the plurality of actions including a queue connection action associated with the user connecting to a queue and a queue disconnection action associated with the user disconnecting from the queue. Such queue connection actions may include a connection time and a connection manner and such queue disconnection actions may include a disconnection time and a disconnection manner. Moreover, in other related embodiments of the apparatus, the user activity tracking module is further configured to record and store the plurality of actions including an account opened action (e.g., an account open time and an account open manner) and an account closed action (e.g., an account closed time and an account closed manner).
In still further specific embodiments of the apparatus, the user activity tracking module is further configured to record and store the plurality of actions including an order in which the plurality of user actions are taken within the user interface during a user session.
A method for tracking user actions within a user interface for managing recovery of payment from financial accounts in arrears defines second embodiments of the invention. The method includes providing a network-accessible user interface that is configured to allow users to access payment recovery work assignments and manage recovery of payment from financial institution customers having financial accounts in arrears. The method further includes determining that a user has conducted an action associated with the user interface and recording, an entry in a user activity log that tracks a plurality of actions that a user conducts in association with the user interface.
In specific embodiments the method further includes generating a session-based Globally Unique Identifier (GUI) for each instance that a user creates a session within the user interface. In such embodiments the method may further include storing and associating the session-based GUI with a plurality of systems of record within a payment recovery system. In other related embodiments the method further includes generating an account-based Globally Unique Identifier (GUI) for each instance that a user opens an account within the user interface.
In further specific embodiments of the method the step of determining further includes determining that the user has conducted a session log-in action associated with the user logging into the user interface and a session log-out action associated with the user logging out of the user interface. In such embodiments of the method, the step of recording further includes recording an entry in the user activity log that tracks the session log-in action and the session log-out action.
In additional embodiments of the method the step of determining further includes determining that the user has conducted a queue connection action associated with the user connecting to a queue and a queue disconnection action associated with the user disconnecting from the queue. In such embodiments of the method, the step of recording further includes recording an entry in the user activity log that tracks the queue connection action (e.g., a connection time and a connection manner) and the queue disconnection action (e.g., a disconnection time and a disconnection manner).
In still further embodiments of the method the step of recording further includes recording an order in which the plurality of user actions are taken within the user interface during a user session.
A computer program product including a non-transitory computer-readable medium defines third embodiments of the invention. The computer-readable medium includes a first set of codes for causing a computer to provide a network-accessible user interface that is configured to allow users to access payment recovery work assignments and to manage recovery of payment from financial institution customers having financial accounts in arrears. The computer-readable medium additionally includes a second set of codes for causing a computer to determine, that a user has conducted an action associated with the user interface. In addition, the computer-readable medium includes a third set of codes for causing a computer to record an entry in a user activity log that tracks a plurality of actions that a user conducts in association with the user interface.
Thus, embodiments of the present invention, which are described in more detail below, provide for tracking user actions within a user interface for accessing payment recovery work assignments (e.g., queues) and managing recovery of payment from financial accounts. Specific embodiments provide for creating a globally unique identifier (GUI) for each session that a user opens within the user interface and for each financial account opened during the session. In turn, the GUIs may be associated with all systems of record within the payment recovery system. Comprehensive user interface payment recovery tracking data may be used to gauge user/associate performance, productivity, security and better manage resources.
The features, functions, and advantages that have been discussed may be achieved independently in various embodiments of the present invention or may be combined with yet other embodiments, further details of which can be seen with reference to the following description and drawings.
Having thus described embodiments of the invention in general terms, reference will now be made to the accompanying drawings, 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. Like numbers refer to elements throughout. Where possible, any terms expressed in the singular form herein are meant to also include the plural form and vice versa, unless explicitly stated otherwise. Also, as used herein, the term “a” and/or “an” shall mean “one or more,” even though the phrase “one or more” is also used herein.
Furthermore, the term “product” or “account” as used herein may include any financial product, service, or the like that may be provided to a customer from an entity that subsequently requires payment. A product may include an account, credit, loans, purchases, agreements, or the like between an entity and a customer. The term “relationship” as used herein may refer to any products, communications, correspondences, information, or the like associated with a customer that may be obtained by an entity while working with a customer. Customer relationship data may include, but is not limited to addresses associated with a customer, customer contact information, customer associate information, customer products, customer products in arrears, or other information associated with the customer's one or more accounts, loans, products, purchases, agreements, or contracts that a customer may have with the entity.
Although some embodiments of the invention herein are generally described as involving a “financial institution,” one of ordinary skill in the art will appreciate that other embodiments of the invention may involve other businesses that take the place of or work in conjunction with the financial institution to perform one or more of the processes or steps described herein as being performed by a financial institution. Still in other embodiments of the invention the financial institution described herein may be replaced with other types of businesses that utilized accounts in arrears recovery.
Thus, systems, apparatus, methods and computer program programs are herein described which provide for tracking actions taken by user from within user interfaces of payment recovery system, such as work assignment (otherwise referred to as a queue) user interfaces that are configured to provide a user access to account information and other relevant information when contacting a customer regarding collection on account(s) in arrears. In specific embodiment of the invention, such tracking provided for tracking each and every action taken by the user, in addition to the exact order in which actions occur. The actions include, but are not limited to, creating a session (i.e., logging on), connecting to a queue, accessing accounts within a queue, closing accessing to an account, disconnecting from a queue, closing a session (i.e., logging-off) and the like. The data that is tracked includes the time/date that an action occurred and, in some instances the manner in which a queue was connected to/disconnected from, the manner in which accounts were accessed or closed and the like.
The logged user activity data may be used to track the productivity of users, calculate performance metrics and model skill sets for the users based on past performance. In addition, the logged user activity data may be used to insure internal and government regulations are in compliance; such as, but not limited to, how, when and the frequency of contacting customers regarding payment of account(s) in arrears.
Referring to
Memory 14 stores payment recovery module 18 that is included within the unified payment recovery system. The payment recovery module 18 is configured to provide a user, such as an associate, representative or other individual tasked with contacting customers for payment recovery, with a plurality of network accessible user interfaces 20, The interfaces 20 allow users to access payment recovery work assignments 22, commonly referred to as queues and manage recovery of payment from customers 24 having one or more financial accounts 26 currently in arrears (i.e., payment due or overdue). The unified nature of the payment recovery module/system 18 allows the user, with proper authorization, to access any and/or all of the accounts, in arrears or otherwise, held by the customer at the financial institution or other entity implementing the payment recovery module 18. From the financial institution perspective the unified system, provided efficiency to the overall payment recovery process by insuring that contact with a customer is limited yet comprehensive in nature. By providing a user access to information regarding any and in some instances all of the accounts held by the customer, users can assess the customer's current financial state and devise, on-the-fly, payment plans/options for the customer.
Examples of user interfaces 20 are shown and described in detail in relation to
The memory 14 of apparatus 10 additionally includes user activity tracking module 28 which may be a stand-alone module (as shown in
Referring to
The apparatus 10 includes computing platform 12 that can receive and execute routines and applications. Computing platform 12 includes memory 14, which may comprise volatile and non-volatile memory, such as read-only and/or random-access memory (RAM and ROM), EPROM, EEPROM, flash cards, or any memory common to computer platforms. Further, memory 14 may include one or more flash memory cells, or may be any secondary or tertiary storage device, such as magnetic media, optical media, tape, or soft or hard disk.
Further, computing platform 12 also includes processor 16, which may be an application-specific integrated circuit (“ASIC”), or other chipset, processor, logic circuit, or other data processing device. Processor 16 or other processor such as ASIC may execute an application programming interface (“API”) (not shown in
Processor 14 may include various processing subsystems (not shown in
Computer platform 12 additionally includes communications module 17 embodied in hardware, firmware, software, and combinations thereof, that enables communications among the various components of the apparatus 10, as well as between the other devices in the unified account payment recovery system. Thus, communication module 17 may include the requisite hardware, firmware, software and/or combinations thereof for establishing a network communication connection and initiating communication amongst networked devices. In addition communication module 17 is configured to communicate user action data to requisite systems of record, user productivity applications and/or user compliance applications, as required.
As previously noted, the memory 16 of computing platform 12 stores payment recovery module 18 that is included within the unified payment recovery system. The payment recovery module 18 is configured to provide a plurality of network accessible user interfaces 20, The interfaces 20 allow users to access payment recovery work assignments 22, commonly referred to as queues and manage recovery of payment from customers 24 having one or more financial accounts 26 currently in arrears (i.e., payment due or overdue). The unified nature of the payment recovery module/system 18 allows the user, with proper authorization, to access any and/or all of the accounts, in arrears or otherwise, held by the customer at the financial institution or other entity implementing the payment recovery module 18. Examples of user interfaces 20 are shown and described in detail in relation to
The memory 14 of apparatus 10 additionally stores user activity tracking module 28 The user activity tracking module 28 is configured to track a plurality, and in some embodiments all, of the user actions 30 that the user takes within the user interfaces 20 and log the user actions 30, in a corresponding user activity log 32. In addition, the user activity log 32 logs the user actions 30 in the order 70 in which the actions occurred so as to provide a road map of exactly what occurred and when during the user's session with the work assignment user interfaces 20.
In addition to tracking user actions 30, specific embodiments of the invention, provide for the user activity tracking module 28 to generate a session-based Globally Unique Identifier (GUI) 34 in response to a user initiating a session 36 within the work assignment user interfaces 20 of the payment recovery module and account-based Globally Unique Identifiers (GUIs) 38 in response to a user opening an account 40 held by a customer within the user interfaces 20. The session-based GUIs 34 and the account-based GUIs 38 are subsequently stored and associated (i e, linked) to a plurality, and in some embodiments all, of the systems of records (not shown in
In addition, the user actions 30 tracked and logged by the user activity tracking module include, but are not limited to, a session log-in action 42 associated with a user creating session within the work assignment user interfaces 20 and an associated log-out action 44 associated with a user closing the session with the work assignment user interfaces 20.
Additionally, the user actions 30 tracked and logged by the user activity tracking module may include a queue connection action 46 associated with a user connecting to a work assignment/queue. The work assignment/queue may include a plurality of customers having similar attributes and/or accounts having similar attributes. In specific embodiments, the work assignment/queue is assigned to the user or otherwise selected by the user and the user becomes the user of record (i.e., responsible for contacting the customers or accounts in the queue). The queue connection action 46 may log a time/date 48 for the queue connection, as well as, the manner 50 in which the connection occurred. The manner 50 may include, but is not limited to, via (a) dialer (i.e., automated system in which the user's availability is the basis for connecting to the queue), (b) view first, (c) manual browsing of queues, or the like. In addition, user actions 30 may include a queue disconnection action 52 associated the user disconnecting to a work assignment/queue. The queue disconnection action 52 may log a time/date 54 for the queue disconnection, as well as the manner 56 by which the queue disconnection occurred.
In addition, users actions 30 tracked and logged by the user activity tracking module may include an account connection action 58 associated with a user opening an account within a queue. The account connection action 58 may include a time/date 54 at which the account was opened, as well as, the manner 62 by which the account was opened. In addition, user actions 30 may include an account disconnection action 64 associated the user closing access to an account within a queue. The account disconnection action 64 may log a time/date 66 for the queue disconnection, as well as, the manner 68 by which the queue disconnection occurred.
Referring to
The unified recovery system 208 which resides in and is executed by one or more network devices 246 having a processing device 16 and a memory 14. The memory stores payment recovery module 18 which is configured to configured to provide a plurality of network accessible user interfaces 20. The interfaces 20 allow users to access payment recovery work assignments, commonly referred to as queues and manage recovery of payment from customers having one or more financial accounts currently in arrears (i.e., payment due or overdue). The memory 14 additionally stores user activity tracking module 28 that is configured to track a plurality of, and in some embodiments each and every, user action 30 that the user takes within the user interfaces 20 and log the user actions 30, including the exact order in which the actions occurred, in a corresponding user activity log 32.
Additionally, the system 207 includes a communication device 236, such as a personal computer (PC), laptop/portable computer or the like that is operable by financial institution representative 205. The communication device includes a processing device 238 which is in communication with memory 240. The memory 240 stores (or has network access to, a unified payment recovery system application 244, which is described in more detail in infra. in the discussion related to FIGS. 7 and 10-14. The unified payment recovery system application, which is executable by processing device 238, provides the representative 205 with unified views (i.e., user interfaces 20) of accounts in arrears and, specifically a unified view of all the accounts in arrears associated (i.e., held or the responsibility of) with a customer. In this regard, the representative, in contact with the customer typically via telephonic communication, has a comprehensive view of all accounts currently requiring payment recovery and, as such, can address all such accounts with the customer during a single communication (e.g., a single telephone call) and manage/strategize payment recovery on such accounts.
The financial institution network devices 260, which may comprise a plurality of servers and the like, include a processing device 262 that is in communication with a memory 264. The memory stores a plurality of systems of records 72, such as call disposition records, mortgage account systems of record, loan account systems of record, credit card account systems of record, demand deposit account systems of record and the like. The systems of record store and link the session-based GUIs 34 and the account-based GUIs 38 as a further means of linking the tracked user activity to relevant data within the payment recovery system and within the financial institution. In addition, memory 262 stores user compliance tracking module 74 that relies on the user activity log 32 and any other user action tracking data to automatically assess whether the user is compliant with internal regulations and or government regulations associated with collecting payment of accounts in arrears. As previously noted, such regulations may be related to what accounts can be discussed, who is contacted, the time/date of contacting, the manner of contacting and the like. Further, the memory 262 may store user productivity tracking module 76 that relies on the user activity log 32 and any other user action tracking data to determine how product or efficient the user in contacting a customer and/or collecting payment from the customer. The output of the productivity tracking module 76 can be used to calculate performance metrics, determine resource management (e.g., which representatives should work on collection of which particular type of accounts) and the like.
At Event 92, a determination is made that a user has conducted an action (i.e., provided an input) associated with the user interface. The user actions may include, but are not limited to, logging-on to a user session, connecting to a queue, opening an account in a queue, closing out of an account, disconnecting from a queue, logging-off from the user session and the like.
At Event 94, in response to determining a user action, an entry is logged in a user activity log that tracks the plurality of user actions that a user has undertaken in the user interfaces. The entry may include, but is not limited to, a time/date of the action, as well as, the manner by which the action occurred (i.e., what mode was used to connect to a queue, how was a queue disconnected from, how was an account opened or closed or the like).
At optional Event 96, a session-based Globally Unique Identifier (GUI) is generated for each instance that the user creates a session within the user interfaces. The session-based GUI is then stored and linked with a plurality of systems of record throughout the payment recovery system and the financial institution. At optional Event 98, account-based GUIs are generated for each instance that the user opens an account within a queue of the work assignment UIs. The account-based GUIs are then stored and associated/linked with a plurality of systems of record throughout the payment recovery system and the financial institution
The next step in the process 100, as illustrated in block 106, is to identify payments in arrears associated with the customer. As such, the products or accounts that have payments in arrears that are associated with that particular customer are identified. A product or account with a payment in arrears may be qualified as being in arrears based on the entity itself and/or agreements for payment between the customer and the entity. For example, after the due date for payment for the product or after a predetermined number of days after the due date, the product may be considered by the entity to be in arrears. Furthermore, the accounts or products with payments in arrears for people affiliated with that customer, such as when the customer is a guarantor for the associate or the like, may also be identified by the system. People affiliated with the customer may include friends, family, or the like associated with the customer.
As illustrated in block 108, the system determines the priority of the products with payments in arrears. In this way, the system may determine which products in arrears should take priority over the other products for purposes of recovery of payments. The primary account for recover is the account or product that the entity has identified as having payment in arrears that is the one which needs to be recovered first. This may be based on entity determination, interest rate, amount, importance, or the like. As such, the system may identify the products with payments in arrears that are the most important to recover first ahead of the other payment products. Thus, the representative may focus on recovering payments for that identified product. Finally, as illustrated in block 110, the process 100 continues by providing access to a unified application to a representative for customer communications. The unified application provides the representative with an across the entity view of the customer's relationship with the entity as well as information associated with the primary account and other accounts with payments in arrears. Finally, the unified application also provides information associated with prior customer communications. As such, the invention provides a holistic customer service experience for a customer with accounts in arrears.
Next, as illustrated in block 304, the system may determine regulations and internal restrictions associated with individual customer communications. Regulations may include laws or other regulations regarding the time of day a customer may be contacted, the amount of times within a given day/week/month that a customer may be contacted, a telephone number in which a customer may be contacted, or the like. As such, the system ensures that the representative is following all regulations and/or laws regarding the contacting of customers with products having payments in arrears. Internal regulations may include any rule that an entity may put in place to restrict or warn a representative prior to the representative contacting a customer or during the representative's communication with the customer. For example, an internal regulation may be set based on a customer communication preference, such as a specific telephone number to utilize for communications with the customer. In another example, the entity may identify an event that requires the entity to delay in communicating with a customer regarding a product with a payment in arrears (e.g., a natural disaster in the geographic are where the customer is located or another known event that may interfere with a customer providing payment).
In some embodiments, the regulations or restrictions may, in some instances, be overridden by the representative. In this way, the representative may still contact the customer even if a regulation or restriction is in place. The representative may need to input a reason for overriding the regulation or restriction. In some embodiments, the regulation or restriction may not be overridden by any representative. In this way, the system will not allow the representative to communicate with the customer at that time. In some embodiments, no regulation or restriction may be placed on a customer communication. As such, the representative may contact the customer at any time.
Next, as illustrated in block 306 the system may utilize the regulations and restrictions to create rules for customer communications. These rules may be created and applied to a customer on a customer-by-customer basis. In this way, each customer, based on the customer's location, telephone number, or the like, may have a unique set of rules applied for him/her based on regulations and/or restrictions that may apply to the customer having payments in arrears for products. Next, once the rules have been created and applied in block 306, the determined rules may be correlated with each individual customer having payments in arrears, as illustrated in block 308.
As illustrated in block 310 of
Next, as illustrated in block 312 the system may allow the representative to initiate a communication with the customer. Allowing the representative to initiate a communication with a customer may be based on the determined regulations and restrictions. In some embodiments, the regulations and restrictions will not allow a representative to communicate with the customer. In some embodiments, the regulations and restrictions will warn against communicating with the customer. However, a representative may be able to override the warning. In some embodiments, the regulations and restrictions will allow a representative to communicate with the customer.
Finally, as illustrated in block 314, the system may track and store details regarding the customer communications. In this way, the system may track the disposition of the communication, such as determining if a communication was answered by the customer, a busy signal was received, or that the customer answered the communication. The system may identify the date, time, means of communication (such as specific telephone number, email address, or the like). Furthermore, the system may store any comments or notes made by the representative during the communications.
The network 201 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 201 may provide for wireline, wireless, or a combination wireline and wireless communication between devices on the network 201.
In some embodiments, the customer 202 is an individual who maintains products with the entity. These products may be one or more contracts, accounts, loans, transactions, agreements, or the like. As such, the customer 202 may have one or more products with payments in arrears. In some embodiments, the customer 202 may be a merchant or a person, employee, agent, independent contractor, and the like acting on behalf of the merchant that may have one or more products with payments in arrears with the entity.
As illustrated in
The processing device 248 is operatively coupled to the communication device 246 and the memory device 250. The processing device 248 uses the communication device 246 to communicate with the network 201 and other devices on the network 201, such as, but not limited to the representative system 206, the customer system 204, and the financial institution network device (or system) 210. As such, the communication device 246 generally comprises a modem, server, or other device for communicating with other devices on the network 201.
As further illustrated in
In the embodiment illustrated in
In some embodiments, the data collection application 256 may collect and compile recovery products utilized across the entity into a single centralized unified recovery system 208. These may be collected from entity representative systems 206, the financial institution network device (or system) 210, and/or other systems. These recovery products may be internal or external dockets, ledgers, software, systems, or the like that are designed to initiate, monitor, and record any communication or payment associated with customer 202 product accounts in arrears.
In some embodiments, the data collection application 256 may collect and compile customer relationship data. In this way, the data collection application 256 may compile all information that an entity may have associated with a customer 202. Customer relationship data may include, but is not limited to addresses associated with a customer, customer contact information, customer affiliate information, customer products, customer products in arrears, or other information associated with the customer's one or more accounts, loans, products, purchases, agreements, or contracts that a customer may have with the entity. In some embodiments, the customer relationship associates primary, secondary, and relationship accounts and/or products with various customers to one customer. In this way, some accounts associated with a family member, friend, or that customer may all be associated with that customer. This way, the data collection application 256 compiles this data such that one individual customer may be contacted regarding one or more accounts/products in arrears. Customer affiliates may be one or more of co-signers, named on the account, family member, or the like associated with the account.
In other embodiments, the data collection application 256 may merge the recovery programs and the customer relationship data together into the unified recovery system 208. This data may be stored and grouped by the customer 202, customer identification number, account number, or telephone number. In this way, the system may generate a single centralized location for customer relationships for a representative to view and interact with. As such, any different recovery products and customer relationship data may be integrated into the one centralized unified recovery system.
In the embodiment illustrated in
In some embodiments, the communication application 257 allows for presentment of data to the representative. This data may be customer 202 information, prior communications, communication dispositions, current accounts, accounts in arrears, primary accounts for recovery, and the like. In this way, the representative may have information associated with all customer relationships within the entity easily accessible for his/her communication with the customer 202.
In some embodiments, the communication application 257 allows for incorporation of a rules engine into the information provided to the representative. In some embodiments, the rules associated with the rules engine may be manually input by a representative. In some embodiments, the rules associated with the rules engine may be automatically input. In some embodiments, the rules may be based on entity requirements or preferences. In this way, the rules may be based on segments of the entity, such as lines of business, business units, or the like. In some embodiments, the rules may be based on customer preferences. In yet other embodiments, the rules may be based on legal requirements or restrictions. These rules may be communicated to the representative system 206 for the representative 205 from the communication application 257 via the network 201. In this way, the representative 205 may be aware of the rules for customer 202 communications.
Along with the rules, the communication application 257 may also determine a primary accounts for recovery associated with the customer 202, identify an appropriate representative 206, warn or prohibit communications to a customer 202, or require disposition input after a communication. Determining a primary account for recovery requires the communication application 257 to communicate with the financial institution network device (or system) 210 to select an account in arrears that is the primary account for the entity to focus recovery efforts. This may be determined by entity determined factors, such as interest rates, amounts due for recovery for one or more accounts in arrears, representative determined accounts, mortgage accounts, or the like. Selecting an appropriate representative may be achieved by the communication application 257 based on which representative has experience with that particular customer, knowledge with that particular primary account for recovery, or general expertise regarding a field associated with the primary account for recovery. The communication application 257 may communicate warning or prohibiting communications to a customer 202 via the network 201 to a representative system 206.
In some embodiments, the communication application 257 may allow for communications between a representative 205 of the entity and a customer 202 of the entity via the network 201. In preferred embodiments, the communication between the representative 205 and the customer 202 is typically done through telephone communications, such as telephone calls. Other representative 205 communication with the customer 202 may be via text messaging, email messaging, or other voice communications. In this way, the communication application 257 allows for the communication, limits the communication, and/or doesn't allow any communication based on the rules determined.
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In the embodiment illustrated in
The financial institution network device (or system) 210 is operatively coupled to the unified recovery system 208, the representative system 206, and/or the customer system 204 through the network 201. The financial institution network device (or system) 210 has systems with devices the same or similar to the devices described for the unified recovery system 208 and the representative system 206 (i.e., communication device, processing device, and memory device). Therefore, the financial institution network device (or system) 210 communicate with the unified recovery system 208, the representative system 206, and/or the customer system 204 in the same or similar way as previously described with respect to each system. The financial institution network device (or system) 210, in some embodiments, is comprised of systems and devices that allow the unified recovery system 208, the representative system 206, and the customer system 204 to access one or more accounts associated with the customer 202 of the financial institution.
It is understood that the servers, systems, and devices described herein illustrate one embodiment of the invention. It is further understood that one or more of the servers, systems, and devices can be combined in other embodiments and still function in the same or similar way as the embodiments described herein.
System defined 404 rules for implementation include determining a primary account or product in arrears for recovery 410, identifying an appropriate representative 416, internal communication restrictions 418, and requiring the providing of disposition inputs 420. Each of these system defined 404 rules may be implemented by the entity, one or more lines of business of the entity, or the like. The system defined 404 rules may group the customer accounts with payments in arrears in segments, queues, campaigns, lists, or the like. In this way, the system defined rules 404 may group customer accounts with payments in arrears that are similar to each other, such that they may be grouped together and placed into a single representative's segment, queue, campaign, list, or the like.
Determining the primary account for recover requires the system to determine the priority of the products with payments in arrears that should be collected ahead of other products, such receiving payments on a home loan owned by the customer ahead of payments on a car loan and credit card also associated with customer. In this way, the system may determine which products in arrears require recovery first. This is referred to as the primary account for recovery. The primary account for recovery is the account or product that the entity has identified as having the highest priority for recovery of payments over the other accounts held by the customer. In specific embodiments, the primary account for recovery 410 is based on account level variables 412 and/or internal scoring metrics 414. The account level variables 412 include account information such as interest rate, amount in arrears, or the like. Internal scoring metrics 414 measure the various products provided by an entity to determine which are the most important to recover. These may include various types of loans, lines of credits, or the like. As such, the entity will internally determine the importance of recovering each of these products. As such, the system may identify the account/product with payments in arrears to be recovered first, over all other accounts in arrears (i.e., the product that all recovery efforts must be focused on initially. This account is classified as the primary or lead account in arrears for recovery 410.
In some embodiments, the system defined 404 rules include identifying an appropriate representative 416. Identifying an appropriate representative 416 based on rules requires determining which representative has experience with that particular customer, knowledge with that particular primary account for recovery, or general expertise regarding a field associated with the primary account for recovery.
In some embodiments, the system defined 404 rules include internal communication restrictions 418. These rules may place a restriction or warning on the attempted communication with a customer. The internal communication restrictions 418 may be provided by the system based on various factors associated with that customer or customer location. For example, the system may determine that there has been a natural disaster such as a hurricane, flood, tornado, earthquake or the like near the customer's location. As such, the system may restrict communications with that customer. Internal communication restrictions 418 may also be any other internally documented or noted reason for delaying or restricting the communications with a customer.
In some embodiments, the system defined 404 rules include rules requiring dispositions to be inputted 420. Dispositions may be narratives from the representative 422 or system 424 that detail the customer communications. Representative 422 disposition input may include information about the customer communication, such as if an agreement was reached on payment, updated information about the customer, or information about the discussion between the representative and the customer. System 424 disposition input may include system identified data regarding the customer communication. This may include the time of day for the communication, date of communication, whether the customer answered, whether a third party answered, whether the communication line was busy, whether there was no answer, or the like.
Customer defined 406 rules for implementation include which individual(s) to communicate with 426, an approved communication time 428, an approved means of communicating 430, a language of communication 432, or other 434. In some embodiments, the customer defined 406 rules include individuals to communicate with 426. In this way, a customer may identify a guarantor or individual within the household that may be responsible for the product in arrears. As such, the customer may note which individual to have communications with to discuss payments for the product in arrears.
In some embodiments, customer defined 406 rules include best communication times 428. In this way, the customer may state that the best time to reach or communicate with him/her is a specific time. For example, a customer may request the representative communication at 8:00 pm to discuss the product with payments in arrears. As such, the communication time customer defined 406 rule may be to communicate with the customer at the time the customer has specified.
In some embodiments, the customer defined 406 rules may include restrictions on the means of communication 430. The means of communication 430 may include telephone communications, other voice communications, email communication, text communications, or the like. The customer may recommend that he/she be communicated with strictly by one or more of the communication means. This request will be implemented as a rule for the representative to be made aware of prior to customer communications.
In some embodiments, the customer defined 406 rules may include a language of communication 432. In this way, various languages such as Spanish, French, German, or the like may be spoken with that particular customer. Finally, customer defined 406 rules may change based on the customer. As such, other rules may be added or removed based on customer preference. Thus, providing the customer with a more pleasant communication regarding products with payments in arrears.
Legally-defined 408 rules for implementation include rules based on any laws or regulations that are directed towards a representative communication with a customer regarding payments in arrears for products. These legally defined 408 regulations or restrictions may include laws or other regulations regarding the time zone 436 of the customer. The time zone 436 associated with the customer may be identified based on the area code of the customer's telephone number. In some embodiments, there may be more than one time zone associated with the customer. Each time zone 436 rule will be stored individually per telephone number or communications means. There may be legal restrictions associated with when a customer may be contacted based on the time of day because of a difference in time zones between the customer and the representative.
In some embodiments, the legally defined 408 rules may restrict the communication volume 438, otherwise referred to as communication velocity. The communication volume 438 may be the amount of times the representative may contact the customer within a predetermined time period, such as number of times in a day/week/month. Furthermore the communication volume 438 may include the duration of time that the representative may spend in communication with a customer within a predetermined time period, such a limited amount of time in a 24 hour period.
In some embodiments, the legally defined 408 rules may restrict the time 440 of day the customer may be contacted. For example, a customer may only be contacted between 9:00 am and 6:00 pm during the week and not at all during the weekend. As such, the time 440 restrictions will utilize the time zone of the area code and determine if it is acceptable to communicate with the customer at that time. The system may be configured to forbid calling the customer outside of the acceptable time period.
In some embodiments, the legally-defined 408 rules may include restrictions on the means of communication 442. The means of communication 442 may include telephone communications, other voice communications, email communication, text communications, or the like.
In some embodiments, the rules may, in some instances, be over rode by the representative. In this way, the representative may still contact the customer even if a rule restricting the communication may be in place. The representative may need to input a reason for overriding the rule. In some embodiments, the rule may be permanent or unchangeable, thus a representative may not ever be capable of override the rule. In this way, the system will not allow the representative to communicate with the customer at that time. In some embodiments, no rule may be placed on a customer communication. As such, the representative may contact the customer at any time.
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As illustrated in section 702, the unified application 700 provides the representative with a general toolbar with various capabilities to search within a database, queue, or the like. The searches may be performed based on an account or product number, based on whether the unified application is open with another representative, by cross searching, or the like. As illustrated in section 704 a customer specific toolbar allows a representative to quickly determine the balance remaining on the product, the number of account cycles the product has already been through, and a status of the account. Also the representative may be provided an indication that the account is in arrears, if attempts to recover the account have been implemented, whether the account is a primary account, secondary account, or relationship account. A primary account is the account that is the account that recovery is the primary focus of first recovery. The secondary accounts are one or more accounts or products that the customer may have that also have payments in arrears, but is not the primary payment account for recovery. Relationship accounts are accounts where the customer is a guarantor or the like.
While the toolbars are provided to a representative to allow the representative to quickly discern information, more detail is provided about the customer relationship or account with payment in arrears in the subsequent sections. As illustrated in the customer information section 706A, the customer identification number, customer name, and customer address is presented to the representative. Furthermore, information, such as the last time an address was changed is also within the customer information section 706A. Below the customer information section 706A is the current payment detail section 712 where there is information presented about current payments, past payments, billing cycles, and when payments are due.
As illustrated in section 708, the system provides the representative with indicators, such as if the unified application is locked by another representative, or the like. In this example, the indicator 708 presented indicates to the representative that the alternative phone number should be used in this case. As such, the customer may have provided a customer defined rule to make all communications to an alternative telephone number. Other indicators may include blocks on accounts based on non-secured accounts, lead or primary accounts, and relationship accounts As illustrated in section 710 the communication means are presented. In this case the communication means are telephone numbers. This section allows a representative to select a telephone number to communicate with the representative. This section, along with section 708, is further detailed in
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In certain embodiment, during the process 500, especially after the representative communication with the customer in block 516 or during the input of a disposition in block 518, the system may send the representative an incoming communication from a customer, as illustrated in decision block 520. If there is an incoming communication from a customer queued for the representative, he/she will be presented with the unified application for the customer associated with the incoming communication, as illustrated in block 522. At that point the representative may then be allowed to communicate with the customer, as illustrated in block 516. Finally, if there is no incoming communications in decision block 520, the process reverts back to providing the representative with the representative's queue, as illustrated in block 504.
Thus, the present invention as described in detail above, provides for tracking actions taken by user from within user interfaces of payment recovery system, such as work assignment (otherwise referred to as a queue) user interfaces that are configured to provide a user access to account information and other relevant information when contacting a customer regarding collection on account(s) in arrears. In specific embodiment of the invention, such tracking provided for tracking each and every action taken by the user, in addition to the exact order in which actions occur. The actions include, but are not limited to, creating a session (i.e., logging on), connecting to a queue, accessing accounts within a queue, closing accessing to an account, disconnecting from a queue, closing a session (i.e., logging-off) and the like. The data that is tracked includes the time/date that an action occurred and, in some instances the manner in which a queue was connected to/disconnected from, the manner in which accounts were accessed or closed and the like.
As will be appreciated by one of ordinary skill in the art, the present invention may be embodied as an apparatus (including, for example, a system, a machine, a device, a computer program product, and/or the like), as a method (including, for example, a business process, a computer-implemented process, and/or the like), or as any combination of the foregoing. Accordingly, embodiments of the present invention may take the form of an entirely software embodiment (including firmware, resident software, micro-code, and the like), an entirely hardware embodiment, 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 that includes a computer-readable storage medium having computer-executable program code portions stored therein. As used herein, a processor may be “configured to” perform a certain function in a variety of ways, including, for example, by having one or more general-purpose circuits perform the functions by executing one or more computer-executable program code portions embodied in a computer-readable medium, and/or having one or more application-specific circuits perform the function.
It will be understood that any suitable computer-readable medium may be utilized. The computer-readable medium may include, but is not limited to, a non-transitory computer-readable medium, such as a tangible electronic, magnetic, optical, infrared, electromagnetic, and/or semiconductor system, apparatus, and/or device. For example, in some embodiments, the non-transitory computer-readable medium includes 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), and/or some other tangible optical and/or magnetic storage device. In other embodiments of the present invention, however, the computer-readable medium may be transitory, such as a propagation signal including computer-executable program code portions embodied therein.
It will also be understood that one or more computer-executable program code portions for carrying out operations of the present invention may include object-oriented, scripted, and/or unscripted programming languages, such as, for example, Java, Perl, Smalltalk, C++, SAS, SQL, Python, Objective C, and/or the like. In some embodiments, the one or more computer-executable program code portions for carrying out operations of embodiments of the present invention are written in conventional procedural programming languages, such as the “C” programming languages and/or similar programming languages. The computer program code may alternatively or additionally be written in one or more multi-paradigm programming languages, such as, for example, F#.
It will further be understood that some embodiments of the present invention are described herein with reference to flowchart illustrations and/or block diagrams of systems, methods, and/or computer program products. It will be understood that each block included in the flowchart illustrations and/or block diagrams, and combinations of blocks included in the flowchart illustrations and/or block diagrams, may be implemented by one or more computer-executable program code portions. These one or more computer-executable program code portions may be provided to a processor of a general purpose computer, special purpose computer, and/or some other programmable data processing apparatus in order to produce a particular machine, such that the one or more computer-executable program code portions, which execute via the processor of the computer and/or other programmable data processing apparatus, create mechanisms for implementing the steps and/or functions represented by the flowchart(s) and/or block diagram block(s).
It will also be understood that the one or more computer-executable program code portions may be stored in a transitory or non-transitory computer-readable medium (e.g., a memory, and the like) that can direct a computer and/or other programmable data processing apparatus to function in a particular manner, such that the computer-executable program code portions stored in the computer-readable medium produce an article of manufacture, including instruction mechanisms which implement the steps and/or functions specified in the flowchart(s) and/or block diagram block(s).
The one or more computer-executable program code portions may also be loaded onto a computer and/or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer and/or other programmable apparatus. In some embodiments, this produces a computer-implemented process such that the one or more computer-executable program code portions which execute on the computer and/or other programmable apparatus provide operational steps to implement the steps specified in the flowchart(s) and/or the functions specified in the block diagram block(s). Alternatively, computer-implemented steps may be combined with operator and/or human-implemented steps in order to carry out an embodiment of the present invention.
While certain exemplary embodiments have been described and shown in the accompanying drawings, it is to be understood that such embodiments are merely illustrative of, and not restrictive on, the broad invention, and that this invention not be limited to the specific constructions and arrangements shown and described, since various other changes, combinations, omissions, modifications and substitutions, in addition to those set forth in the above paragraphs, are possible. Those skilled in the art will appreciate that various adaptations and modifications of the just described embodiments can be configured without departing from the scope and spirit of the invention. Therefore, it is to be understood that, within the scope of the appended claims, the invention may be practiced other than as specifically described herein.
