Bank of America Corporation

Ryan Scott Heller

Hudson Philip Hoen, Iv

Muralidhar Chowdarapu

Mansoor Zafar

Silvia Adriana Krasuk

Indradeep Dantuluri

Mardochee Macxis

Charanjit S Bagga

Saurabh Khanna

Sandeep Gandhi

Rupal V Shah

Walter Thomas Robinson

Burton M Covnot

Andrew Sheldon

Patrick B Smith

Hari Madala

Sethu Iyer

Michael D Fleischer

Michael John Blatteau, Jr

David Luke Hallam

Chung-Di Chou

Danielle Renee Reiser

Veera Venkata Vattikuti

John J Gately

Embodiments of the invention are directed to a system, method, or computer program product for convenient, secure digital data archiving and utilization across multiple communication channels. The system and methods may also include an array of indications regarding what documents may be required to be uploaded by a user, how many documents to upload, and a confirmation of documents uploaded being the correct types following a user upload action. As such, the system may utilize JSON templates indicating a number of required documents, a correct confirmation message following document upload, and a mechanism for confirming that the documents being uploaded are the correct types of documents via an analysis of input fields of the uploaded documents.

Cross channel digital data structures integration and controls

Embodiments of the invention are directed to a system, method, or computer program product for convenient, secure digital data archiving and utilization across multiple communication channels. The method includes extracting one or more data input fields from a form and generating one or more user prompts to be presented to a user in order to complete at least one of the one or more entries of the one or more data input fields. The method further includes causing the transmission of at least one of the one or more user prompts to the user and receiving a prompt response from the user. The method further includes displaying to the user a completed generated form in an appropriate channel format, and provides a process for secure e-signature and cross-stream utilization of user input.

Cross channel digital data archiving and utilization system

Embodiments of the invention are directed to a system, method, or computer program product for digital form integration and presentation. The method includes extracting one or more data input fields from a form and generating one or more user prompts to be presented to a user in order to complete at least one of the one or more entries of the one or more data input fields. The method further includes causing the transmission of at least one of the one or more user prompts to the user and receiving a prompt response from the user. The method also includes determining whether the prompt response meets one or more form requirements for a given entry and updating the form upon determination that the prompt response meets one or more form requirements for a given entry. The method further includes displaying to the user the form in an appropriate channel format.

Systems and methods for tool integration using cross channel digital forms

Embodiments of the invention are directed to a system, method, or computer program product for a template based design approach for cross channel digital data parsing and generation. The system allows for onboarding of various types of forms to push them out to users via multiple various user viewing channels. The invention identifies the sections or fields of the form that require user input and presents those fields using an advanced digital solution illustrated in the channel format. The system is expandable, allowing for a single backend upload of additional forms irrespective of the channel.

Cross channel digital data parsing and generation system

Embodiments of the invention relate to systems, methods, and computer program products for preventing a customer communication by locking access to customer information. The system, method, and computer program product are configured to a) identify information relating to an event or condition that triggers a lock of customer information associated with a customer; b) lock at least a portion of the customer information associated with the customer based at least partially on the identifying; and c) generate a notification indicating that at least the portion of the customer information associated with the customer is locked based at least partially on the locking.

Preventing contact by locking

Embodiments of the invention are directed to a system, method, or computer program product for determining most effective call parameters for a representative-customer interaction for a representative working to recover payment in arrears. Embodiments of the invention retrieve call history data and date of payment data; correlate the call history data and the payment data; determine success information based on the correlation of call history data and payment data; and present the success information to the representative for improving likelihood of future success. Other embodiments retrieve call history data and determine best time and/or channel for contacting the customer in order to achieve customer contact.

Determining most effective call parameters and presenting to representative

Embodiments of the invention include systems and methods for assigning visual representation to contacts. The embodiments include receiving selection criteria, identifying data associated with a plurality of customers meeting the selection criteria, wherein each of the customers is associated with one or more contacts, determining that at least one contact associated with each customer comprises one or more contact statuses, and assigning one or more indicators to the at least one contact based on the one or more statuses. In particular embodiments, the one or more statuses are related to a contact locked status, a contact external request status, a contact geography status, a contact time period status, a contact velocity status, and/or a permission-to-communicate status.

Visual representation for permission to contact

Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.

Communication disposition determination for unified recovery system for payments in arrears

Embodiments of the invention relate to systems, methods, and computer program products for determining permission to contact. The system, method, and computer program product are configured to determine a contact for a customer; determine when a merchant has received explicit denial to communicate with the customer via the contact; determine when the contact requires permission to communicate with the customer; and determine when permission has been received to communicate with the customer. The system can be used to comply with regulations for when a contact, such as a phone number, may be contacted using automatic dialing technologies.

System to determine permission to contact

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 automatic communication history tracking to aid in providing an overarching view of all customer relationships to a representative. This automatic communication history tracking monitors all communications, manual or automatic, incoming or outgoing. The tracking monitors the date, time, disposition, and the like of all customer communications. As such, the invention allows the representative to make decision and take appropriate actions immediately based on the entire relationship, including customer communication history. The invention takes this information and incorporates it with all of the customer's relationships and external factors to provide a holistic customer service experience for a customer with accounts in arrears.

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Middletown, DE, United States of America

Ryan Scott Heller