Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. 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. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.

Abstract: Embodiments for providing roles based system access to a user include systems for identifying an application login event and a role associated with the login event. Further the embodiments include selecting code associated with the identified role, inserting, by a processor, the code into an application shell; and providing, by a processor, the content of the shell to an application associated with a computing device of the user in response to the login event, the content of the shell comprising only role specific data. In specific embodiments, data unrelated to the identified role is not provided to the application or stored in the computing device.

Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing a workflow rules engine. The system, method, and computer program product are configured to receive data associated with a plurality of events; determine an identity of a user reviewing at least one of the plurality of events; receive a workflow rule from the user relating to at least one of the plurality of events, wherein the workflow rule causes an action to occur in response to a future occurrence of the event; and implement the rule for future events. The system allows a user to personally configure actions that occur in response to events determined by the system during, for example, a phone call with a customer.

Abstract: Apparatus, methods, and computer program products are described which detail comprehensive user interfaces that provides representatives/associates, managing payment recovery work assignment queues, views of all accessible information pertaining to the customer and the accounts held or associated with the customer. The user interface further provides for the representative to filter and/or the accounts in arrears displayed in the queues within the user interfaces, so as to meet the dynamic needs of the representative as he or she manages the work assignment queues or communicates with the customer. In additional embodiments, the representative is provided the ability to save commonly utilized filters or combinations of filters for subsequent efficient management of the work assignment queues.

Abstract: Embodiments of the invention are directed to apparatus, methods, and computer program products for determining which segment of the enterprise financial institution to assign to payment recovery for accounts in arrears. The segment determination process applies financial institution account metrics and customer attributes to the requisite business rules to determine which segment to assign for financial account payment recovery so as to maximize profitability. In additional embodiments, work assignment queues and/or payment recovery communication channels may be determined for the accounts in arrears based on applying customer attributes and/or financial account metrics to business rules.

Abstract: Embodiments of the invention relate to systems, methods, and computer program products for preventing a customer communication by locking access to customer information. The system, method, and computer program product are configured to a) identify information relating to an event or condition that triggers a lock of customer information associated with a customer; b) lock at least a portion of the customer information associated with the customer based at least partially on the identifying; and c) generate a notification indicating that at least the portion of the customer information associated with the customer is locked based at least partially on the locking.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for determining an appropriate course of action for a representative working to recover payment in arrears. Embodiments may determine at least one customer preference regarding limitation of representative-customer interactions; and, based on the at least one customer preference, present assistance information to the representative before or during the representative-customer interaction, the assistance information configured to at least one of inform the representative of the at least one customer preference, present the representative with at least one proposed question for presentation to the customer, or present the representative with at least one proposed method for representative-customer interaction.

Abstract: Embodiments of the disclosure relate to systems, methods, and computer program products for determining velocity data. The system, method, and computer program product are configured to determine one or more contacts for a customer; determine a number of communication attempts to the one or more contacts over a predetermined time period; compare the number of communication attempts over the predetermined time period to a maximum number of attempts over the predetermined time period; and exclude the customer from a contact list when the number of communication attempts is greater than or equal to the maximum number of communication attempts for the predetermined time period. The system allows a user to track the total number of contacts across a variety of metrics in order to comply with business decisions and local rules.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.

Abstract: Embodiments of the invention relate to systems, methods, and computer program products for determining permission to contact. The system, method, and computer program product are configured to determine a contact for a customer; determine when a merchant has received explicit denial to communicate with the customer via the contact; determine when the contact requires permission to communicate with the customer; and determine when permission has been received to communicate with the customer. The system can be used to comply with regulations for when a contact, such as a phone number, may be contacted using automatic dialing technologies.

Abstract: Embodiments for updating roles based system access to a user include systems for identifying an application login event and a role associated with the login event. Further the embodiments include selecting an application shell comprising data for an application, the data being associated with the identified role and where the application is a first version of the application, selecting a second version of the application that is different from the first version, modifying the data of the application shell in response to selecting the second version of the application, and providing the modified data to the application associated with a computing device of a user in response to the login event. In specific embodiments, data unrelated to the identified role is not provided to the application or stored in the computing device.

Abstract: Embodiments of the invention relate to systems, methods, and computer program products for determining preferred times for contacting a customer. The system, method, and computer program product are configured to a) determine one or more contacts for a customer; b) determine regulations and/or policies associated with communicating with customers; and c) determine one or more optimal times from a twenty-four hour time period for contacting the customer based at least partially on the determined one or more contacts for the customer and the determine regulations and/or policies.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. 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. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents automatic communication history tracking to aid in providing an overarching view of all customer relationships to a representative. This automatic communication history tracking monitors all communications, manual or automatic, incoming or outgoing. The tracking monitors the date, time, disposition, and the like of all customer communications. As such, the invention allows the representative to make decision and take appropriate actions immediately based on the entire relationship, including customer communication history. The invention takes this information and incorporates it with all of the customer's relationships and external factors to provide a holistic customer service experience for a customer with accounts in arrears.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for aggregating phone numbers for contact. Embodiments retrieve the contact record corresponding to the customer; determine any phone numbers associated with the contact record; determine any financial accounts owned or otherwise associated with the customer; determine any phone numbers associated with the financial accounts; determine whether any of the phone numbers associated with the financial accounts are not included in the phone numbers associated with the contact record; and, in response to determining that at least one phone number associated with the financial accounts is not included in the phone numbers associated with the contact record, update the contact record to indicate the at least one phone number associated with the financial accounts.