Online banking has become a matter of course for a large number of customers. In addition to account inquiries and the manual set-up of standing orders, account limit changes can now be carried out conveniently from the comfort of your sofa via online banking. Based on this online service, the customer is able to temporarily or permanently adjust his limit for online transfers to his individual needs.
Without the use of RPA, any change would have to be recorded manually within regular banking hours and analyzed manually by the respective customer service representative.
With the help of RPA, the application is completed by the customer in online banking and then checked by the RPA solution using a clear set of rules and defined criteria (e.g. checking available credit) and processed on a case-by-case basis. The automation rate for this use case is almost 100 percent.
Lending to private customers
Lending to private individuals is a typical, recurring and standardised process in a bank. The responsible clerk checks the customer’s creditworthiness with a great deal of manual effort. Writing e-mails, SCHUFA queries, creating scores/ratings and the necessary entries in the bank’s various credit processing systems are typical manual procedures in a credit approval process. This process, which is currently still predominant in many banks, is carried out on average 10 to 20 times a day and ties up the responsible clerk almost his entire working day with tasks that correspond to the application scenarios of RPA (approx. 80% of his total working time).
With the help of an RPA solution, many of these processes could be simplified and automated. As before, the clerk receives all important customer and credit information. However, RPA eliminates a lot of manual work. The clerk simply launches the RPA bot and it automatically performs the previously dull and repetitive action sequences.
RPA accesses existing systems with ordinary employee access and permissions and interacts as a human agent would actually do their job. The RPA bot collects the necessary information in the credit processing systems and transfers the existing data to the credit checking system. There, all necessary steps are automatically initiated and PDF documents as well as scores/ratings are created. After the verification is done, the RPA bot copies the necessary documents and provides them to the loan processing system, performs an identity check, and then provides the information to the loan officer.
By means of an RPA solution, it is thus possible to automate this (simplified here) credit check process almost completely, to relieve the clerk and thus free up time for other (more valuable) activities.