Customer due diligence case dispatch management system and customer due diligence case dispatch management method

Abstract

A customer due diligence case dispatch management system comprises a bank server and a dispatch management server electrically connected to the bank server. For each of a plurality of entries of holding product data, the dispatch management server selects one of a plurality of product identification data indicated by the holding product data as a representative holding product data. The dispatch management server generates a plurality of entries of to-be-dispatched data, each of the to-be-dispatched data includes a corresponding one of a customer identification data, the representative holding product data, and a risk level data. For each of the to-be-dispatched data, when it is determined by the dispatch management server that the representative holding product data does not conform with one of a plurality of specific product identification data and that the risk level data does not reach a specific risk level, the to-be-dispatched data is added to an online list.

Description

Customer Due Diligence Case Assignment Management System and Customer Due Diligence Case Assignment Management Method This invention relates to a case assignment system, and more particularly to a management system for assigning customer due diligence cases. Banks are required to conduct due diligence on customers regularly. However, different departments and systems within the same bank may use different methods to perform due diligence, which can easily lead to duplication of work and repeated customer inconvenience. Therefore, developing a new system that improves the efficiency of due diligence and avoids duplication of work and repeated customer inconvenience is a further topic explored in this invention. Therefore, the purpose of this invention is to provide a customer due diligence case assignment management system. Another objective of this invention is to provide a method for managing customer due diligence case assignments. Therefore, the customer due diligence case assignment management system of the present invention is suitable for communicating with multiple customer-end electronic devices of multiple customers, and includes a network banking server and a case assignment management server. The online banking server stores the customer information of these customers. The case management server is electrically connected to the online banking server and stores a complete customer list, a complete product list, multiple product holding records, and multiple risk level records. The complete customer list contains multiple customer identification records for these customers, and the complete product list contains multiple product identification records for multiple products. The product holding records correspond to these customers and indicate whether the customer holds the product or the product identification record for the product. The risk level records correspond to these customers. For each product holding information, the dispatch management server selects one of the product identification information indicated by the product holding information as a representative product holding information corresponding to the customer. For each customer identification data, the case management server generates a corresponding assigned unit data based on personnel permission data and multiple case referral rules. The case assignment management server generates a case assignment list, which contains multiple case assignment records corresponding to the customers. Each case assignment record contains the corresponding customer identification information, the corresponding representative product information, the corresponding risk level information, and the corresponding assignment unit information. For each case to be assigned, the case management server determines whether the representative product information matches one of the multiple specific product identification information and whether the risk level information reaches or exceeds a specific risk level. When the case assignment management server determines that the representative product information does not match one of the specific product identification information and determines that the risk level information does not reach the specific risk level, the case assignment management server adds the case to be assigned to an online list. For each case pending in the online list, when the corresponding customer logs into the online banking server using their client-side electronic device, the online banking server executes a customer data update procedure to update the corresponding customer's internal bank information. In some implementation scenarios, for each pending case information in the online list, once the online banking server completes the customer information update process, the case management server determines whether the updated customer information meets one of several manual review criteria. When the dispatch management server determines that the updated customer information meets one of the manual review criteria, the dispatch management server adds the information to be dispatched to a manual review list. In some implementation scenarios, if the online banking server has not completed the customer information update process before the update deadline for each pending case in the online list, the case management server adds the pending case to a manual review list. In some implementation scenarios, when the case assignment management server determines that the representative product information matches one of the specific product identification information or determines that the risk level information reaches or exceeds the specific risk level, the case assignment management server adds the case to be assigned information to a manual review list. In some implementations, the dispatch management server also stores multiple product weights that correspond to the product identification data. For each product holding information, the dispatch management server selects the product with the highest weight from the product identification information indicated by the product holding information as the representative product holding information corresponding to the customer. This invention discloses a customer due diligence case assignment management method, implemented through a customer due diligence case assignment management system. This system is adapted to communicate with multiple customer-end electronic devices of multiple customers and includes an online banking server and an assignment management server. The online banking server stores customer information for these customers. The assignment management server is electrically connected to the online banking server and stores a complete customer list, a complete product list, multiple product holding records, and multiple risk level records. The complete customer list includes multiple customer identification records for these customers, and the complete product list includes multiple product identification records for multiple products. These product holding records correspond to these customers and indicate whether the customer holds the product or the product identification record for those products. The risk level records correspond to these customers. The method includes: for each product holding record, the assignment management server selects one of the product identification records indicated by the product holding record as a representative product holding record corresponding to the customer; for each customer identification record, the assignment management server... The server generates assignment unit information corresponding to the customer based on personnel access information and multiple case referral rules; the case management server generates a pending case list, which contains multiple pending case information corresponding to each customer. Each pending case information includes the corresponding customer identification information, the corresponding representative product information, the corresponding risk level information, and the corresponding assignment unit information; for each pending case information, the case management server determines whether the representative product information matches one of the multiple specific product identification information and makes a judgment. The system determines whether the risk level information reaches or exceeds a specific risk level; when the case dispatch management server determines that the representative product information does not match one of the specific product identification information and determines that the risk level information does not reach or exceed the specific risk level, the case dispatch management server adds the case to be dispatched to an online list; and for each case to be dispatched in the online list, when the corresponding customer logs into the online banking server using the customer terminal electronic device, the online banking server executes a customer information update procedure for the customer to update the corresponding customer's internal information. The advantage of this invention is that when the case management server determines that the representative product information does not match one of the specific product identification information and determines that the risk level information does not reach the specific risk level, the case management server adds the case information to the online list, allowing the customer to update the corresponding customer information online, thereby improving the efficiency of due diligence and avoiding rework and repeated disturbance to the customer. Before the invention is described in detail, it should be noted that similar elements are represented by the same numbers in the following description. Before this invention is described in detail, it should be noted that, unless otherwise defined, the term "electrically connected" in this patent specification refers to the "coupled" relationship between computer hardware (e.g., electronic systems, devices, apparatuses, units, components), and broadly refers to "wired electrical connections" achieved by physically connecting multiple computer hardware components through conductor / semiconductor materials, and "radio connections" that achieve wireless data transmission using wireless communication technologies (e.g., but not limited to wireless networks, Bluetooth, and electromagnetic induction). On the other hand, unless otherwise defined, the term "electrical connection" in this patent specification also broadly refers to "direct electrical connections" achieved by directly coupling multiple computer hardware components to each other, and "indirect electrical connections" achieved by indirectly coupling multiple computer hardware components through other computer hardware components. Before this invention is described in detail, it should be noted that the term "unit" in this patent specification refers to computer hardware rather than software. For example, "processing unit" refers to computer hardware that has data processing capabilities. Referring to Figure 1, an embodiment of the customer due diligence case assignment management system 100 of the present invention is adapted to communicate with multiple customer-end electronic devices 300 of multiple customers, and includes a network banking server 1 and a case assignment management server 2. Each of the client-side electronic devices 300 is, for example, a smartphone, a tablet computer, a laptop computer, or a desktop computer. The online banking server 1 stores customer information for these customers. The case management server 2 is electrically connected to the online banking server 1 and stores a complete customer list, a complete product list, multiple product holding records, and multiple risk level records. The complete customer list contains multiple customer identification records for these customers. The complete product list contains multiple product identification records for multiple products. These product holding records correspond to these customers and indicate whether the customer holds the product or the product identification record for that product. The risk level records correspond to these customers, and each risk level record indicates, for example, high risk, medium risk, or low risk, but is not limited thereto. In this embodiment, the case management server 2 also stores multiple product weights corresponding to the product identification records. Referring to Figures 1 and 2, the following describes the steps performed by the customer due diligence case assignment management system 100. First, as shown in step S01, for each product holding information, the assignment management server 2 selects one of the product identification data indicated by the product holding information as a representative product holding information corresponding to the customer. In this embodiment, for each product holding information, the dispatch management server 2 selects the product with the highest weight from the product identification information indicated by the product holding information as the representative product holding information corresponding to that customer. For example, assuming customer A deals with products A, B, and C, customer B deals with products A, B, and D, and customer C deals with products A and B, and the product weights are C > A > D > B, then the representative product holding information corresponding to customers A, B, and C are products C, A, and A, respectively. Next, as shown in step S02, for each customer identification data, the case management server 2 generates a corresponding assigned unit data based on personnel permission data and multiple case referral rules. The order of steps S01 and S02 can be interchanged and is not limited to this embodiment. Next, as shown in step S03, the dispatch management server 2 generates a pending dispatch list, which contains multiple pending dispatch information corresponding to the respective customers. Each pending dispatch information includes the corresponding customer identification information, the corresponding representative product information, the corresponding risk level information, and the corresponding dispatching unit information. Next, as shown in steps S04 and S05, for each case to be assigned, the case management server 2 determines whether the representative product holding information matches one of the multiple specific product identification information and determines whether the risk level information reaches or exceeds a specific risk level. Step S06 is when the case assignment management server 2 determines that the representative product holding information does not match one of the specific product identification information and determines that the risk level information does not reach the specific risk level, the case assignment management server 2 adds the case to be assigned information to an online list. For each case pending in the online list, when the corresponding customer logs into the online banking server 1 using their customer-end electronic device 300, the online banking server 1 executes a customer data update procedure to update the corresponding customer's internal bank information. This improves the efficiency of case review. Step S07 involves the case assignment management server 2 determining that the representative product information matches one of the specific product identification information or that the risk level information reaches or exceeds the specific risk level (e.g., high risk). In this way, the case assignment management server 2 adds the case to be assigned to a manual review list. This maintains the quality of the case investigation. In this embodiment, for each case-to-be-assigned document in the online list, when the online banking server 1 completes the customer information update process, the case-assignment management server 2 determines whether the updated customer's internal bank information meets one of several manual review criteria. If the case-assignment management server 2 determines that the updated customer's internal bank information meets one of these manual review criteria, the case-assignment management server 2 adds the case-to-be-assigned document to the manual review list. Therefore, when there are doubts about the updated customer's internal bank information and manual review is required, the case-to-be-assigned document can be transferred to the manual review list, thereby maintaining the quality of case investigation. Furthermore, in this embodiment, for each pending case information in the online list, if the online banking server 1 has not completed the customer information update process before the update deadline for the pending case information arrives, the case management server 2 adds the pending case information to the manual review list. This allows for proactive contact and review by a human agent when a customer fails to update their corresponding bank information. In summary, the customer due diligence case assignment management system 100 of the present invention improves the efficiency of due diligence by adding the case to be assigned data to the online list when the case assignment management server 2 determines that the representative product information does not match one of the specific product identification data and determines that the risk level information does not reach the specific risk level. This allows the customer to update the corresponding customer information online, thereby avoiding rework and repeated disturbance to the customer. Therefore, the purpose of the present invention is indeed achieved. However, the above description is merely an embodiment of the present invention and should not be construed as limiting the scope of the present invention. Any simple equivalent changes and modifications made in accordance with the scope of the patent application and the contents of the patent specification shall still fall within the scope of the patent of the present invention. 100: Customer Due Diligence Review Case Assignment Management System 1: Online Banking Server 2: Case Assignment Management Server 300: Customer-End Electronic Device S01~S07: Steps Other features and effects of the present invention will be clearly presented in the embodiments with reference to the figures, wherein: Figure 1 is a schematic diagram of hardware connection relationship of an embodiment of the customer due diligence case assignment management system of the present invention; and Figure 2 is a flowchart of the embodiment. 100: Customer Due Diligence Review Case Assignment Management System 1: Online Banking Server 2: Case Dispatch Management Server 300: Customer-side electronic device

Claims

1. A customer due diligence case assignment management system, suitable for communicating with multiple customer-end electronic devices of multiple customers, includes: an online banking server storing customer information of the customers; and a case assignment management server electrically connected to the online banking server, storing a complete customer list, a complete product list, multiple product holding details, and multiple risk level details. The complete customer list includes multiple customer identification details of the customers, and the complete product list includes multiple product identification details of multiple products. The product holding details correspond to the customers and indicate the corresponding product held by the customer or the product identification details of the products. The risk level details correspond to the customers. For each product holding detail, the case assignment management server selects one of the product identification details indicated by the product holding detail as a representative product holding detail corresponding to the customer. For each customer identification detail, the case assignment management server generates assignment unit information corresponding to the customer based on personnel permission information and multiple case referral rules. The case assignment management server generates a pending case list, which contains multiple pending case information corresponding to the customers. Each pending case information includes the corresponding customer identification information, the corresponding representative product information, the corresponding risk level information, and the corresponding assignment unit information. For each pending case information, the case assignment management server determines whether the representative product information matches one of the multiple specific product identification information and whether the risk level information reaches or exceeds a specific risk level. When the case assignment management server determines that the representative product information does not match one of the specific product identification information and that the risk level information does not reach or exceed the specific risk level, the case assignment management server adds the pending case information to an online list. For each pending case information in the online list, when the corresponding customer logs into the online banking server using the customer-end electronic device, the online banking server executes a customer information update procedure to update the corresponding customer's internal bank information. As described in Request 1, the customer due diligence case assignment management system includes... For each case pending in the online list, when the online banking server completes the customer information update process, the case dispatch management server determines whether the updated customer information meets one of several manual review criteria; when the case dispatch management server determines that the updated customer information meets one of these manual review criteria, the case dispatch management server adds the case pending to a manual review list. As described in Request 1, the customer due diligence case assignment management system includes... For each pending case in the online list, if the online banking server has not completed the customer information update process before the update deadline for the pending case information, the case management server will add the pending case information to a manual review list. As described in Request 1, the customer due diligence case assignment management system includes... When the case assignment management server determines that the representative product information matches one of the specific product identification information or determines that the risk level information reaches or exceeds the specific risk level, the case assignment management server adds the case to be assigned information to a manual review list. As described in Request 1, the customer due diligence case assignment management system includes... The case management server also stores multiple product weights corresponding to the product identification data. For each product holding data, the case management server selects the product with the highest weight from the product identification data indicated by the product holding data as the representative product holding data corresponding to the customer. A customer due diligence case assignment management method is implemented by a customer due diligence case assignment management system. The customer due diligence case assignment management system is adapted to communicate with multiple customer-end electronic devices of multiple customers and includes an online banking server and an assignment management server. The online banking server stores customer information of the customers. The assignment management server is electrically connected to the online banking server and stores a complete customer list, a complete product list, multiple product holding information, and multiple risk level information. The complete customer list includes multiple customer identification information of the customers. The complete product list includes multiple product identification information of multiple products. The product holding information corresponds to the customers and indicates the corresponding product held by the customer or the product identification information of the product. The risk level information corresponds to the customers. The method includes: For each product holding information, the assignment management server selects one of the product identification information indicated by the product holding information as a representative product holding information corresponding to the customer. For each customer identification data, the case assignment management server generates a corresponding assigned unit data based on personnel permission data and multiple case referral rules; the case assignment management server generates a pending case list, which contains multiple pending case data corresponding to each of these customers, each pending case data containing the corresponding customer identification data, the corresponding representative product holding data, the corresponding risk level data, and the corresponding assigned unit data; for each pending case data, the case assignment management server determines whether the representative product holding data matches one of the multiple specific product identification data and determines whether the risk level data reaches or exceeds a specific risk level. When the case dispatch management server determines that the representative product information does not match one of the specific product identification information and determines that the risk level information does not reach the specific risk level, the case dispatch management server adds the case to be dispatched to an online list; and for each case to be dispatched in the online list, when the corresponding customer logs into the online banking server using the customer terminal electronic device, the online banking server executes a customer information update procedure for the customer to update the corresponding customer's internal information. The customer due diligence case assignment management method described in Request 6, wherein... For each case pending in the online list, when the online banking server completes the customer information update process, the case dispatch management server determines whether the updated customer information meets one of several manual review criteria; when the case dispatch management server determines that the updated customer information meets one of these manual review criteria, the case dispatch management server adds the case pending to a manual review list. The customer due diligence case assignment management method described in Request 6, wherein... For each pending case in the online list, if the online banking server has not completed the customer information update process before the update deadline for the pending case information, the case management server will add the pending case information to a manual review list. The customer due diligence case assignment management method described in claim 6 further includes: when the assignment management server determines that the representative product holding information matches one of the specific product identification information or determines that the risk level information reaches or exceeds the specific risk level, the assignment management server adds the case to be assigned information to a manual review list. The customer due diligence case assignment management method described in Request 6, wherein... The case management server also stores multiple product weights corresponding to the product identification data. For each product holding data, the case management server selects the product with the highest weight from the product identification data indicated by the product holding data as the representative product holding data corresponding to the customer.

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