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Audit

Functionality

cBrain has delivered audit solutions to reduce instances of fraud and error in the processing of dividend tax refunds. The solution provides a digital process with end-to-end case management and quality control checklists. The incoming claims are processed via two channels – applications from financial institutions and banks applying on behalf of others and smaller volume applications coming from individuals. The process is managed from receipt of the application through to being ready for payment. Case workers receiving the claims follow a standard operating procedure described in a checklist to ensure that all the right actions are taken. Additional decision support has been provided as the system checks for unusual patterns or patterns that are known to be indicative of fraud or error. Entitlement checks are also in place to validate ownership of the shares and that tax has been withheld.

Benefits

Better case flow oversight – how many cases there are, what type of cases, and where they sit in the process. For internal users, it is now much easier as all the documentation around a case is stored in one place, and there is clear guidance in place on what to do. This means that more time can be spent analyzing the content of the case, rather than simply keep track of the case information. Adding automated checking makes it easier to identify suspicious cases or those worthy of further investigation. For customers, making the claims process digital has led to a better quality of upfront information – previously, documentation could be missing and needed to be chased which extended processing times.

Software

F2 case management system is the core software, and on top of that configured specific checklists to manage the workflow. Furthermore, there is a specific calculation service and integration to legacy systems in order to manage the complexity of the refund process. Production dashboards allows real-time operational views of case volumes and status.

 Cases