A midsize regional bank with around $17bn in assets was in the midst of a digital transformation project. A key component of this project was the Manual Enrollment Process (MEP). The objective of this process is to retain customers who were rejected by the Automated Enrollment Process. Typically, such customers need a manual intervention to vet them more thoroughly and hence they get directed to the MEP.
The bank brought in Apex to develop a new process application using IBM BPM to optimize the MEP. The process is initiated by a web-service call from the customer facing website when the automated enrollment cannot be completed. The activities to complete the manual enrollment are strictly “back office” with no direct customer interaction. The process utilized existing web services to perform eligibility, customer due diligence and notifications, leveraging the bank's existing ESB (Enterprise Service Bus).
There were some manual tasks for bank staff, and the user interfaces for these activities were developed using the Apex Coach Views (ACV2) toolkit. The Agile methodology was followed to manage the project and it was delivered on time as planned. The new process application ensured compliance with enrollment rules and increased efficiency of the back office team.
