CUSTOMER REQUEST WORKFLOW MANAGEMENT SYSTEM

摘要

Embodiments of the invention are directed to systems, methods and computer program products for enrolling for electronically generating, submitting, transmitting, or processing a request. In practice, an associate may electronically input information associated with a received customer service request. Inputting this information into an electronic system may generate a formal internal request for a particular service to be completed. Specifically, the present invention may address at least four types of services: rushing a replacement bank card to the customer; opening a processing closure account; reporting a non-working automatic teller machine; or a financial data entry system request. The formal internal request and information associated with the request may then be automatically submitted to a queue in which customer account information is masked, and the request may also be transmitted to a second user. Once the request is received by the FLM, the FLM may complete or deny the service request.

主权项

1. An apparatus for electronically processing a customer request, the apparatus comprising:
a memory; a processor; and a module stored in memory, executable by the processor, and configured to:
initiate presentation of a first interface prompting a first user to input information associated with a customer request, wherein the information associated with the customer request includes at least a portion of a customer identification number, wherein the customer identification number is associated with a customer;submit the customer request into a queue for display to a second user, wherein the customer identification number is masked;initiate presentation of a second interface to the second user, wherein the second interface displays the information associated with the customer request, wherein the information associated with the customer request is editable;process the customer request, wherein processing the customer request comprises at least one of executing or denying the customer request; andtransmit a first user message to the first user, in response to processing the customer request, wherein the first user message includes a status associated with the customer request.