In financial services, case management refers to the process of handling and tracking customer inquiries, requests, issues, or incidents from initiation to resolution. It involves the systematic management of cases or tickets related to various financial transactions, account inquiries, disputes, and other customer-related matters. Case management is crucial in financial services to mitigate fraud and compliance risks while ensuring prompt and organized responses to customer needs, regulatory compliance, and the resolution of issues. The key components include:
Customer Inquiries and Requests
Account Maintenance
Transaction Investigations
Dispute Resolution
Fraud Management
Regulatory Compliance
Customer Complaints
Legal & Compliance Cases
Document Management
Workflow Automation
Collaboration & Communication
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