Investigate unauthorised transactions with a liability trail

Reconstruct reporting time, channel logs, authentication evidence and account postings for the bank’s authorised fraud and customer teams to determine liability and remediation under the applicable policy. Keep provisional and final credits traceable.

A reporting period opens or an internal, auditor or authority request is received.

People in the process

FFraud OperationsProcess Owner
CCustomer GrievancesParticipating Team
PPayments OperationsParticipating Team
TTechnologyParticipating Team

Records it works with

Reporting checklist and prior approved pack
Current operating and financial schedules
Supporting records, reviewer comments and approvals

The process is a starting point.The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Customer Operations & Grievances

Resolve service complaints from the complete account record

Join the complaint, account events, prior replies and the responsible team’s explanation. Let the grievance officer approve correction or a reasoned response, with the resolution visible to the servicing team.

CBT

Customer Operations & Grievances

Prepare rejected cases for internal ombudsman review

Package the complaint, prior investigation, proposed rejection and supporting records for independent internal review where the entity meets its applicable framework. Preserve the reviewer’s decision before issuing the final response.

Customer Operations & Grievances

Correct failed payments across the responsible banks

Tie the customer debit to rail status, reversal and beneficiary credit records; assign the break to the right bank or participant and explain any approved compensation or correction to the customer.

Explore all Banking & lending processes.

Order for the work. Room for the people.