1. Retail Banking Customer Service Process

    Step 1: Authenticate Customer Identity

    • If Success, go to Step 2
    • If Failure, ENDPOINT 1: Escalate to Fraud Prevention

    Step 2: Identify Customer Request

    1. Account Information Request
    2. Transaction Dispute
    3. Funds Transfer Request
    4. Card-Related Issue
    5. Account Maintenance Request
    6. Fraud Concern
    7. Interest/Fees Inquiry
    8. Account Closure Request

    Step 3: Route Based on Request Type

    A. Account Information Request

    1. Verify and provide balance/transaction history
    2. ENDPOINT 2: Information Provided Successfully

    B. Transaction Dispute

    • Step 1: Gather dispute details
    • Step 2: Check eligibility and timeframe
      • If Ineligible, ENDPOINT 3: Dispute Rejected - Out of Scope
      • If Eligible
        • File claim
        • Provide provisional credit
        • ENDPOINT 4: Dispute Filed and Confirmed

    C. Funds Transfer Request

    • Check if Internal Transfer or External Transfer.
      • If Internal
        • Complete Transfer
        • ENDPOINT 5 - Internal Transfer Completed
      • If External, Check limits.
        • If exceeds limits, ENDPOINT 6: Escalated for Approval
        • If within limits
          • Complete
          • ENDPOINT 7: External Transfer Completed

    D. Card-Related Issue

    • If Lost/Stolen:
      • Block and reissue
      • Notify fraud team
      • ENDPOINT 8: Card Blocked and Reissued
    • If Damaged:
      • Reissue
      • ENDPOINT 9: Replacement Card Ordered

    E. Account Maintenance Request

    • Update personal details
    • Add joint holder
    • Change account type
    • ENDPOINT 10: Account Updated

    F. Fraud Concern

    • Take report
    • Freeze account
    • Escalate to Fraud Prevention
    • ENDPOINT 11: Fraud Case Initiated

    G. Interest or Fee Inquiry

    • If fee error
      • Reverse
      • ENDPOINT 12: Fee Reversed
    • If valid
      • Explain
      • ENDPOINT 13: Fee Upheld

    H. Account Closure Request

    • Verify identity
    • Close account
    • ENDPOINT 14: Account Closed Successfully