NewServe

Overview

NewServe focuses on servicing of boarded accounts. It empowers agents by providing comprehensive visibility and facilitating management activities related to accounts, their associated customers, cards, and transactions.

Customer Management

1. View and manage name, address and personal details of your customers
2. View and manage linked contact details for a customer
3. View and manage vulnerability and support needs for a customer.

Account Management

Enables clients to access detailed account information, manage account states and treatments, and perform account closures seamlessly.

Functionality	Description
Account Summary	View all account details such as payment dates, credit limit information and the ability to manage account states.
Manage Account States	1. Ability to view and manage treatments (set-up by client configuration e.g. fraud treatments) 2. Close an account

Transactions

Provides access to transaction history, tools for managing monetary adjustments, and functionality to view and manage customer instalment plans.

Functionality	Description
View Transactions	Access to transaction history to support customer queries.
Monetary Adjustments	Handle adjustments for account discrepancies such as gesture of goodwill, interest refund, fee refund, and credit balance refunds, etc.
Instalment Plan Management	Access to instalment plan overviews and functionality to manage customer plans such as cancelling, and reinstating instalments (where available for the client offering).

Payments

Offers a comprehensive view of account payments, tools to manage card payments and direct debits, and the ability to adjust payment due dates for enhanced flexibility.

Functionality	Description
Payment Summaries	Overview of all payments associated with the account.
Card Payments	View all payments made, and how the payment was taken. View current recurring payments set up on the account.
Direct Debit	Manage and adjust direct debit instructions.
Payment Due Date	View and change a customer’s payment due date to offer greater payment flexibility to customers.

Credit Management

Provides a detailed view of customer credit information, tools for managing credit limits and offers, and functionality to handle persistent debt status and paydown plans.

Functionality	Description
Credit Summary	Overview of customer’s credit limit, balance, open to buy, and history.
Credit Limit Management	1. Limit Management: Functionality to increase or reduce customer limits. 2. Credit Limit Offers: View, accept, and reject credit offers for eligible customers. This is part of the Customer Management feature offering.
Persistent Debt (PD)	Functionality to view a customers PD status and ability to opt in or out of paydown plans (where applicable).

Card Management (if applicable)

Dependant on client platform set up we also offer a range of features related to Card Management to help support your customers needs.

Functionality	Description
Card Summary	Overview of customer’s card information such as active cards on an account, the name on the card and more.
Card Activation	Activate new cards for customer accounts.
Lost & Stolen	Functionality to issue a new card and freeze spend on previous cards
PIN Management	Update or reset PIN as needed.
Add Card	Functionality to add a new card to the account to enable the set up of additional cardholders.
Freeze/Unfreeze Card	Support for freezing or unfreezing cards on customer request.

Back Office Processes

Enables the creation of work items for investigating payment discrepancies, including incorrect amounts and missing payments.

Functionality	Description
Payment Queries	Create Work Items for investigations related to incorrect payment amount, and unexpected payments.
Missing Payment	Create Work Items for investigations into missing payments.

Assisted Digital

Feature that enables clients to view customer’s e-servicing (web and mobile) activity and provides various tools to manage a customers self-service journey.

Functionality	Description
Digital Summary	Overview of customer’s online account statuses and login activity.
Issue Registration (if applicable) or Recovery Code	Ability to re-issue registration codes for customer’s needing to create e-servicing accounts (if applicable), or to send account recovery codes for locked out accounts to go through the self-service account recovery journey.
Trusted Devices	Manage devices authorised by the customer.
Trusted Retailers	View and manage retailers the customer has added to their trusted retailers list, and allowing them to be eligible for a PSD2 step-up exemption when spending.
Activity Feed	Log of customer’s recent activities.
SIM Swap	Support for verifying customer SIM information (depending on the client platform set up).