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| TECHNOLOGY |
By outsourcing your back office functions to QGen, you will immediately have access to a wide range of hardware and software solutions to manage these processes without any additional costs. QGen has acquired a number of products to help streamline and improve the accuracy with which our services are delivered ensuring that our clients and their customers get the best service possible.
Customer Due Diligence Platform
Through our unique platform, we can provide superior workflow systems and reporting to improve efficiencies in both processing applications, boosting customer acquisition, as well as automating procedures to meet any reporting requirements for independent bodies that might have oversight of your operations, including auditors and regulatory authorities.
The system has been developed primarily as a compliance tool with a fully auditable log of all actions taken by our agents, including unique and adjustable user profiles. All data is properly segregated to comply with international data protection standards so that it is only used for the purpose that is was captured for. It also has a full suite of reporting tools enabling us to provide a standard set of reports as well as the ability to provide tailor made reports to meet each client’s individual needs.
We also offer additional services to help further boost your acquisition rate, including SLAs for contacting customers who have not completed the application process or when an application is left ‘hanging’. Contact can be made via a number of channels including chat, email and SMS.
This white labeled service is simply integrated into your existing website and supplements your existing CDD procedures. From the customer’s perspective they never feel like they are leaving your website and are simply directed to a new page dressed exactly the same as the rest of your website. It allows for customers to submit their documents by all traditional methods (post, email, direct upload) and also gives you access to our unique Multimedia Message (MMS) channel.
MMS Channel
QGen has also pioneered document submission by mobile phone whereby consumers can submit their documentation by simply taking a photo of their ID with their mobile phone and instantly submitting the document by MMS. For our existing customers, this has significantly boosted customer acquisition by simplifying and accelerating the customer journey.
This platform provides an international solution for all clients who are targeting customers in territories where the access to electronic data, necessary to validate any type of identity checks, is limited.
Whereas access to the internet and scanners is limited, and submission by post is both cumbersome and time consuming for the consumer, access to a mobile phone with a camera is far more global in nature and also provides a very immediate solution for the consumer; thus improving the customer journey and any SLAs relating to application processing.
This method has already been approved by a number of international regulators and actually provides a channel for document submission which offers a higher quality image of the customers’ identity documents – allowing for a more accurate validation process of the document as well as better records for data protection and any potential authoritative investigation into the customer.
Transaction Monitoring Platform
For our clients who are interested in outsourcing fraud management and monitoring to QGen, we are also able to offer a total solution that includes a transaction monitoring platform for all types of transactions.
The platform itself is unique, in that it can accept data in any format – thus not constraining our clients in how they wish to present their data or forcing them to spend time on developing data feeds to match the constraints that other fraud systems impose. The platform can literally accept any data in any format.
The platform allows us to have industry related parameters as well as client specific parameters meaning we can provide a tailor made suite of rules unique to each client and each sector. This means that our clients can benefit from each others’ experiences and, where approval has been given, can share each others’ ‘bad’ data as well.
On top of all the rule writing and data mining that we provide, the system also has a very strong case management tool that allows our agents to work efficiently, reducing your costs, but most importantly helping prioritise specific high risk alerts and suspicious behaviour so that fraudulent patterns can be detected quickly and thus help prevent further suspicious or fraudulent transactions.
Additionally, the platform has a wide range of other providers and 3rd parties integrated already -enabling our clients to build a suite of fraud detection solutions to meet their individual requirements and budgets. |
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