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Retail Banking

In retail banking, deposit, card and payment operations encompass an array of processes and systems that facilitate customer acquisition, account opening, servicing, money movement, risks management, collections, fraud and disputes, etc. These operations are constantly evolving and critical for ensuring seamless and secure transactions.

Banks globally face several challenges across deposit, card, and payment operations. These challenges include ensuring data security, managing cyber-threats, fraud detection/prevention, and navigating complex regulations.

In addition, there is a need to integrate new technologies with legacy systems and a pressure to personalize services. Banks are also looking to maintain operational efficiency while reducing costs. Hence, they must continuously innovate and adapt to maintain efficiency, security, and compliance.

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Why Infosys BPM

Infosys BPM leverages cutting edge technology & expert knowledge to deliver tailored solution to our retail banking customers. Our tailored solutions utilize technology levers (including Gen AI, ML, RPA, Reporting & Analytics), industry best practices, lean / Six Sigma based improvement opportunities and our proprietary service management framework - Process Progression Model (PPM), with the objective of cost optimization, risk reduction, control enhancement, transforming customer experience and roadmap for continuous improvement.

A Snapshot of our domain capabilities

  • Deposits & Branch operations

  • Cards

  • Payments

Account opening

  • New customer onboarding
  • Customer verification/KYC & AML check (L1, L2)

Account servicing

  • Customer enquiries, Query resolution & complaint handing
  • Retirement account servicing
  • Garnishments & request for information
  • Account maintenance

Branch operation

  • Branch balancing 
  • Reconciliation 
  • Fulfillment

Customer acquisition

  • Application processing, Screening
  • Exception handling

Servicing / Maintenance

  • Customer service (Voice & Non-Voice)
  • Cards maintenance

Risk / Default management

  • Collections (Voice & Non-Voice)
  • Fraud (Voice & Non-Voice)
  • Chargebacks (Issuing & acquiring)
  • Investigation & disputes

Payment operations

  • Wire transfers
  • Check processing
  • Exception handling
  • Dishonors, Insufficient funds processing

Reconciliation

  • Card reconciliation
  • GL reconciliation

Customer service

  • Query management
  • Complaints handling

Transform your Operating Models

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