Bank of America Corporation

Brian J Dunne

Hudson Philip Hoen, Iv

Andrew Sheldon

Linda Ann Eddy

Anna Vladimirovna Starikova

Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.

User interface for presenting relevant questions to representative

In some embodiments, a system identifies content for display on a user device. The system determines a device category associated with the user device. The system determines that the content for display on the user device comprises at least one of a group comprising a plurality of bank product options, a user assistance option associated with one or more of the plurality of bank product options, a plurality of questions associated with one or more of the plurality of bank product options, and a disclosure associated with acceptance of a selected bank product option of the plurality of bank product options. The system determines a presentation format for the content according to presentation rules that determine presentation format for the content on the user device according to the content and the determined device category.

Customizing content presentation format in accordance with the category of device used to access the content

In some embodiments, a system calculates a user risk score, and determines a first subset of questions using the user risk score and type of user device. The system communicates and receives answers to the first subset of questions. The system determines a second subset of questions based on the answers to the first subset of questions. The system communicates and receives answers to the second subset of questions. The system determines whether the answers to the first subset of questions are accurate. If the verification indicates that the answer to one or more of the first subset of questions is not accurate, the system determines a third subset of questions. The system communicates and receives answers to the third subset of questions. The system determines a plurality of repayment plans based on the user risk score and the answers to the first, second, and third subset of questions.

Dynamically modifying an application questionnaire

Embodiments of the invention are directed to a system, method, or computer program product for determining an appropriate course of action for a representative working to recover payment in arrears. Embodiments may determine at least one customer preference regarding limitation of representative-customer interactions; and, based on the at least one customer preference, present assistance information to the representative before or during the representative-customer interaction, the assistance information configured to at least one of inform the representative of the at least one customer preference, present the representative with at least one proposed question for presentation to the customer, or present the representative with at least one proposed method for representative-customer interaction.

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Medford, NJ, United States of America

Brian J Dunne