Service charge adjustment platform
3 Assignments
0 Petitions
Accused Products
Abstract
A method of providing a representative or customer with an opportunity to electronically process a request to adjust, refund or waive a service charge on various products and services, comprising the steps of a) receiving requests via various channels such as phone, facsimile, in person, on-line, etc.; b) maintaining an electronic site on a computer network which representative or customer may connect; c) presenting at least one electronic screen over the network to a representative or customer who has connected to the electronic site, including a first input field operable to receive a first command from the representative or customer indicative of a type of adjustment; d) electronically delivering the first command to an automated interface which converts a format of the first command to another format; and presenting a decision to the representative or customer in response to the first command.
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Citations
69 Claims
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1-42. -42. (canceled)
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43. Apparatus for providing a customer with an opportunity to request a refund or waiver of a fee or charge on said customer'"'"'s account, comprising:
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a network interface for sending and receiving data over an electronic network;
a service charge adjustment system coupled to the network interface, the service charge adjustment system performing at least the functions of;
receiving a request from the customer to refund or waive a fee or charge on the account, wherein the request for refund or waiver relates to a charge or fee posted against the customer'"'"'s account;
delivering the request to an automated interface, wherein the automated interface performs at least the functions of;
(1) determining the reasonableness of granting the request, and (2) rating the request based on criteria;
automatically rendering a decision on the request using the automated interface; and
presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting a refund or waiver request, denying a refund or waiver request, and referring a request to an external system for further consideration. - View Dependent Claims (44, 45, 46, 47, 48, 49, 66, 67)
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50. A method of providing a customer with an opportunity to request a refund or waiver of a charge or fee on the customer'"'"'s account comprising the steps of:
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receiving a request from the customer to make a refund or waiver, wherein the request for refund or waiver relates to a charge or fee posted against the customer'"'"'s account;
delivering the request to an automated interface, wherein the automated interface performs at least the functions of;
(1) determining the reasonableness of granting the request, and (2) rating the profitability of granting the request on criteria;
automatically rendering a decision on the request using the automated interface; and
presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting a refund or waiver request, denying a refund or waiver request, and referring a request to an external system for further consideration. - View Dependent Claims (51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 68, 69)
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65. Apparatus for providing a customer with an opportunity to request a refund or waiver of a fee or charge on said customer'"'"'s account, comprising:
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a network interface for sending and receiving data over an electronic network;
a service charge adjustment system coupled to the network interface, the service charge adjustment system performing at least the functions of;
receiving a request from the customer to refund or waive a fee or charge on the account, wherein the request for refund or waiver relates to a charge or fee posted against the customer'"'"'s account;
delivering the request to an automated interface, wherein the automated interface performs at least two of the functions of;
(1) retrieving at least one business rule from a business rules database, (2) applying the at least one business rule to arrive at a decision regarding the request, (3) validating the existence of a service charge, (4) determining the cost-effectiveness of granting the request, (5) checking to see if the customer has a special status, (6) determining if a bank error has occurred, (7) checking to see of the customer is a high value customer, (8) rating the profitability of granting the request, (9) checking to see if the customer has made at least a predetermined number of previous requests, (10) ascertaining if the customer has been granted at least one courtesy refund or waiver, and (11) determining of the request is justified;
automatically rendering a decision on the request using the automated interface; and
presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting a refund or waiver request, denying a refund or waiver, and referring a request to an external system for further consideration.
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Specification