Banking and credit unions

Starts online, in branch or on a call; needs identity, CIP data, disclosures and funding; ends with the account booked in the core.

Parties: Applicant, Branch or contact center, Deposit operations. Rules: CIP; Reg DD account disclosures; E-SIGN consent. Callvu moves: prefill, classify, chase and verify, decide, write back.

Starts with a banker or online; needs entity documents, beneficial owners, signers and resolutions; ends with the account and signers in the core.

Parties: Business owner, Banker, Deposit operations, BSA team. Rules: CIP; Beneficial ownership (CDD rule). Callvu moves: prefill, classify, chase and verify, decide, write back.

Starts when a prospect applies; needs proof of the field-of-membership tie and the share deposit; ends with the member and share account in the core.

Parties: Prospect, Member services. Rules: Field of membership rules. Callvu moves: prefill, chase and verify, decide, write back.

Starts on a risk-based schedule or trigger; needs updated customer, ownership and activity information; ends with the refreshed profile and risk rating in the core and BSA system.

Parties: Customer, Relationship manager, BSA team. Rules: CDD rule; BSA/AML. Callvu moves: prefill, classify, chase and verify, decide, write back.

Starts when ownership or control changes; needs the new certification and owner identity; ends with the owners recorded on the entity.

Parties: Business customer, Deposit operations. Rules: Beneficial ownership (CDD rule). Callvu moves: prefill, chase and verify, write back.

Starts with a parent or co-owner; needs every owner's identity and signature; ends with ownership and titling correct in the core.

Parties: Primary owner, Co-owners or guardian, Deposit operations. Rules: CIP. Callvu moves: prefill, chase and verify, decide, write back.

Starts with a trustee or executor; needs the trust certification or letters testamentary; ends with the account titled and the authority on file.

Parties: Trustee or executor, Banker, Deposit operations, Legal review. Rules: CIP. Callvu moves: classify, chase and verify, decide, write back.

Starts when a customer asks to close; needs identity, payout instructions and a check for pending items; ends with the account closed and the funds disbursed.

Parties: Customer, Deposit operations. Callvu moves: prefill, chase and verify, decide, write back.

Starts from any channel; needs identity, the change and any required disclosure; ends with the change written to the core.

Parties: Customer, Contact center, Deposit operations. Rules: Reg DD change-in-terms notice. Callvu moves: prefill, write back.

Starts in a call, chat or app; needs identity and customer approval; ends with the update in the core and a confirmation sent.

Parties: Customer, Contact center. Callvu moves: prefill, write back.

Starts when a customer would call; needs guided input and verification; ends with the request completed in the bank's systems without an agent.

Parties: Customer. Callvu moves: prefill, write back. Use case and claims

Starts when a disclosure must be accepted; needs the customer to read and sign on any phone; ends with a timestamped acknowledgment on file.

Parties: Customer, Banker. Rules: E-SIGN consent. Callvu moves: chase and verify. Use case and claims

Starts with an account owner or business; needs resolutions and new signer identity; ends with signers updated in the core and signature system.

Parties: Account owner, New signer, Deposit operations. Rules: CIP. Callvu moves: prefill, chase and verify, decide, write back.

Starts when an agent presents a POA; needs the document reviewed and the agent identified; ends with the authority recorded on the account.

Parties: Agent under POA, Branch, Legal review. Callvu moves: classify, chase and verify, decide, write back.

Starts when a family member reports a death; needs the death certificate, estate documents and payee claims; ends with accounts retitled or paid out.

Parties: Family member or executor, Branch, Deposit operations, Legal review. Callvu moves: classify, chase and verify, decide, write back.

Starts in any channel; needs the item details and fee consent; ends with the stop placed in the core.

Parties: Customer. Rules: UCC Article 4. Callvu moves: prefill, write back.

Starts when a customer asks for statements, account verification letters or tax forms; needs identity; ends with the document delivered and logged.

Parties: Customer. Callvu moves: prefill, write back.

Starts at maturity or on request; needs the customer's choice and disclosures; ends with the certificate renewed, changed or closed in the core.

Parties: Member or customer, Deposit operations. Rules: Reg DD. Callvu moves: prefill, decide, write back.

Starts when a customer changes product or a rate rule applies; needs eligibility and disclosures; ends with the change in the core.

Parties: Customer, Deposit operations. Rules: Reg DD. Callvu moves: prefill, decide, write back.

Starts in any channel; needs the required notice and the customer's affirmative choice; ends with the election recorded in the core.

Parties: Customer. Rules: Reg E overdraft opt-in. Callvu moves: prefill, write back.

Starts with a customer complaint; needs eligibility rules and approval above a limit; ends with the refund posted and the reason logged.

Parties: Customer, Contact center, Supervisor. Callvu moves: prefill, classify, decide, write back.

Starts from any channel; needs classification, investigation and a response by deadline; ends with the resolution and evidence in the complaint log.

Parties: Customer, Contact center, Complaints team, Compliance. Rules: UDAAP. Callvu moves: classify, chase and verify, decide, write back.

Starts when a deposit triggers a hold; needs the hold reason and the required notice; ends with the hold and notice recorded.

Parties: Teller or deposit operations, Customer. Rules: Reg CC exception hold notice. Callvu moves: classify, decide, write back.

Starts with a business or consumer request; needs eligibility, limits and agreement; ends with the service enabled.

Parties: Customer, Treasury or deposit operations. Callvu moves: prefill, decide, write back.

Starts when an item is returned; needs notice to the customer and a decision on the account; ends with the charge-back and notice recorded.

Parties: Deposit operations, Customer. Rules: Reg CC. Callvu moves: classify, write back.

Starts on dormancy; needs owner contact and response; ends with the account reactivated or reported to the state.

Parties: Customer, Deposit operations, Compliance. Rules: State unclaimed property laws. Callvu moves: chase and verify, classify, write back.

Starts in any channel; needs identity and delivery details; ends with the card blocked and reissued in the card system.

Parties: Customer. Callvu moves: prefill, write back.

Starts on request; needs eligibility and approval over a threshold; ends with the change in the card system.

Parties: Customer, Card operations. Callvu moves: prefill, decide, write back.

Starts online or in branch; needs application data, consent and a credit decision; ends with the account booked or an adverse action notice.

Parties: Applicant, Credit decisioning, Card operations. Rules: Reg B; FCRA; Reg Z. Callvu moves: prefill, classify, decide, write back.

Starts in any channel; needs identity and dates; ends with the fraud system updated.

Parties: Customer. Callvu moves: prefill, write back.

Starts in any channel; needs the dispute form signed and evidence; ends with the case routed, the network chargeback filed and the deadline tracked.

Parties: Customer, Dispute analyst, Card network. Rules: Reg E or Reg Z error resolution; Card network rules. Callvu moves: chase and verify, classify, decide.

Starts when a customer reports an unauthorized transfer; needs the claim, provisional credit decision and investigation; ends with the resolution and notice inside the Reg E clocks.

Parties: Customer, Dispute analyst, Deposit operations. Rules: Reg E error resolution timelines. Callvu moves: chase and verify, classify, decide, write back.

Starts in an AI assistant; needs identity verified on a secure screen; ends with the dispute posted to the bank's systems.

Parties: Customer, AI agent, Dispute analyst. Rules: Reg E or Reg Z error resolution. Callvu moves: write back.

Starts when a customer reports a forged or altered check; needs an affidavit and the item images; ends with the claim decided and the return or recovery filed.

Parties: Customer, Fraud team, Deposit operations. Rules: UCC Articles 3 and 4. Callvu moves: chase and verify, classify, decide, write back.

Starts when a sender reports a wrong or fraudulent wire; needs the recall request to the beneficiary bank and the customer's statement; ends with recovery status and the claim closed.

Parties: Customer, Wire room, Fraud team, Beneficiary bank. Rules: UCC Article 4A. Callvu moves: chase and verify, classify, decide, write back.

Starts on a fraud alert or customer report; needs identity re-verification and credential reset; ends with access restored and losses claimed.

Parties: Customer, Fraud team, Digital banking support. Callvu moves: chase and verify, classify, decide, write back.

Starts when staff suspect exploitation; needs documentation, a hold decision and trusted contact outreach; ends with the hold and the report filed.

Parties: Front-line staff, Fraud team, Compliance. Rules: FINRA 2165 style trusted contact rules where applicable; State reporting laws. Callvu moves: classify, chase and verify, decide.

Starts with a customer request; needs callback verification, dual approval and OFAC screening; ends with the wire released on Fedwire and recorded.

Parties: Customer, Wire room, Approver. Rules: UCC Article 4A; OFAC screening. Callvu moves: prefill, chase and verify, decide, write back.

Starts when an incoming wire fails to post; needs beneficiary research and a decision; ends with the funds posted or returned.

Parties: Wire room, Customer. Rules: OFAC screening. Callvu moves: classify, decide, write back.

Starts when a return or NOC arrives; needs classification and customer contact; ends with the account updated and the originator notified.

Parties: ACH operations, Customer. Rules: Nacha rules. Callvu moves: classify, write back.

Starts when a consumer disputes an ACH debit; needs a signed written statement; ends with the return filed inside the Nacha window.

Parties: Customer, ACH operations. Rules: Nacha rules; Reg E. Callvu moves: chase and verify, classify, write back.

Starts when a payment goes to the wrong payee or fails; needs details and a claim; ends with recovery or resolution recorded.

Parties: Customer, Payments support. Rules: Reg E where applicable. Callvu moves: classify, chase and verify, write back.

Starts with a consumer transfer request; needs the prepayment disclosure and receipt; ends with the transfer sent and the cancellation window tracked.

Parties: Customer, Wire room. Rules: Reg E Remittance Transfer Rule; OFAC screening. Callvu moves: prefill, chase and verify, decide, write back.

Starts online, on a call or with a banker; needs application data, consent and documents; ends with a complete application in the loan system.

Parties: Applicant, Loan officer, Underwriting. Rules: Reg B; FCRA. Callvu moves: prefill, classify, decide, write back. Use case and claims

Starts with the application; needs income and identity verification and approval routing; ends with the decision and signed documents in the loan system.

Parties: Applicant, Loan officer, Underwriting, Approver. Rules: Reg B; Reg Z; FCRA. Callvu moves: prefill, classify, decide, write back. Use case and claims

Starts when an application is declined or countered; needs the reasons and credit score disclosure; ends with the notice delivered within the deadline.

Parties: Underwriting, Applicant. Rules: Reg B 30-day notice; FCRA. Callvu moves: classify, write back.

Starts with the borrower; needs property, income and title documents from several parties; ends with an approved, documented line in the loan system.

Parties: Borrower, Loan officer, Appraiser, Title company, Underwriting. Rules: Reg Z HELOC disclosures; Reg B. Callvu moves: prefill, chase and verify, classify, decide, write back.

Starts when a dealer submits a contract; needs stipulations cleared and documents checked; ends with the contract funded and booked.

Parties: Dealer, Indirect lending team, Funding. Rules: Reg Z; Reg B. Callvu moves: chase and verify, classify, decide, write back.

Starts with a borrower or third party; needs authorization; ends with the payoff quote, payment and lien release recorded.

Parties: Borrower or third party, Loan servicing. Callvu moves: prefill, chase and verify, write back.

Starts when a credit memo is ready; needs the right approvers by authority limit; ends with the approval and conditions recorded.

Parties: Relationship manager, Credit analyst, Approvers by limit, Loan committee. Callvu moves: classify, decide, write back. Use case and claims

Starts when a deal is submitted; needs required fields and document types, matched by type; ends with a pass written to the loan system or a list of what is missing.

Parties: Loan assistant, Processing, Loan system. Rules: TRID clocks for TRID loans. Callvu moves: chase and verify, write back. Use case and claims

Starts when documents are drawn; needs rate, payment, dates and collateral matched to the approval; ends with mismatches routed to a processor.

Parties: Doc prep, Processor, Lender. Callvu moves: chase and verify.

Starts after closing and at each covenant date; needs signed documents and borrower financials checked against the checklist; ends with exceptions logged and chased to clear.

Parties: Borrower, Loan operations, Credit administration, Relationship manager. Callvu moves: chase and verify, classify.

Starts when insurance tracking flags a loan; needs a waiver with second approver, a document or a follow-up; ends with the exception cleared in the tracking system.

Parties: Lender, Second approver, Insurance tracking vendor. Callvu moves: classify, chase and verify, decide. Use case and claims

Starts with a request; needs a prefilled record and reviewer approval; ends with the change written to the core.

Parties: Loan operations, Reviewer. Callvu moves: prefill, decide, write back.

Starts with the borrower; needs SBA forms, financials and guarantor documents from several parties; ends with a complete package submitted.

Parties: Borrower, Guarantors, Lender, SBA. Rules: SBA SOP requirements. Callvu moves: prefill, chase and verify, classify, write back.

Starts at approval; needs appraisal, environmental and title reports ordered and reviewed; ends with each report accepted on the loan.

Parties: Lender, Appraiser, Environmental vendor, Title company, Credit administration. Rules: Interagency appraisal guidelines. Callvu moves: chase and verify, classify, decide.

Starts on the review date; needs tax returns and financials from the borrower; ends with spreads updated and the risk rating reviewed.

Parties: Borrower, Relationship manager, Credit analyst. Callvu moves: chase and verify, classify, decide, write back.

Starts at origination or remap; needs the determination and proof of insurance; ends with the notice and coverage on file.

Parties: Borrower, Loan operations, Flood vendor. Rules: Flood Disaster Protection Act notice. Callvu moves: chase and verify, classify, write back.

Starts when a borrower asks for relief; needs hardship information and documents; ends with the decision and new terms in the loan system.

Parties: Borrower, Collections, Approver. Callvu moves: chase and verify, classify, decide, write back.

Starts on a call or text; needs the borrower's agreement to a plan; ends with the arrangement booked.

Parties: Borrower, Collections. Rules: FDCPA where applicable. Callvu moves: prefill, decide, write back.

Starts when an account reaches a trigger; needs the required notices on time; ends with notices and responses recorded.

Parties: Collections, Recovery vendor, Borrower. Rules: State right-to-cure laws. Callvu moves: classify, chase and verify, write back.

Starts when a servicemember asks; needs military orders; ends with the rate cap and protections applied.

Parties: Borrower, Loan servicing. Rules: SCRA. Callvu moves: chase and verify, decide, write back.

Starts when a filing notice arrives; needs the account coded and collection stopped; ends with the case recorded.

Parties: Collections, Legal. Rules: Automatic stay. Callvu moves: classify, write back.

Starts when a business wants ACH, wires or positive pay; needs agreements, limits, credit approval and user setup; ends with services live.

Parties: Business customer, Treasury sales, Credit, Treasury operations. Rules: Nacha rules. Callvu moves: prefill, chase and verify, classify, decide, write back.

Starts when an item does not match; needs the business's pay or return decision by cutoff; ends with the decision applied.

Parties: Business customer, Treasury operations. Callvu moves: classify, decide, write back.

Starts with an administrator request; needs dual approval; ends with users and limits set in online banking.

Parties: Business administrator, Treasury support. Callvu moves: decide, write back.

Starts with a business application; needs underwriting and documents; ends with the merchant account set up.

Parties: Business customer, Bank, Processor. Rules: Card network rules. Callvu moves: prefill, chase and verify, decide, write back.

Starts when monitoring raises an alert; needs evidence gathered and a decision; ends with the case closed or a SAR filed by the deadline.

Parties: BSA analyst, BSA officer. Rules: BSA SAR filing deadlines. Callvu moves: chase and verify, classify, decide, write back.

Starts when cash over the threshold is handled; needs conductor and owner details; ends with the CTR filed.

Parties: Teller, BSA team. Rules: BSA CTR. Callvu moves: prefill, chase and verify, write back.

Starts when legal process is served; needs review, account search and the hold; ends with the response sent and the hold recorded.

Parties: Legal process team, Deposit operations, Legal. Rules: Federal benefit garnishment rule (31 CFR 212). Callvu moves: classify, chase and verify, decide, write back.

Starts when an insider applies; needs board approval above the threshold; ends with approval recorded.

Parties: Insider, Loan officer, Board. Rules: Reg O. Callvu moves: classify, decide, write back.

Starts on hire or policy change; needs each employee's acknowledgment; ends with completion recorded for exam.

Parties: Employee, Compliance. Callvu moves: chase and verify, write back.

Starts on hire, move or exit and on review dates; needs manager approval; ends with access granted or removed and the evidence kept.

Parties: Manager, IT security, System owners. Rules: FFIEC access control expectations. Callvu moves: classify, decide, write back.

Starts with an offer; needs forms, documents and checks from the new hire; ends with the record in the HR system.

Parties: New hire, HR, Manager, IT. Rules: I-9 timelines. Callvu moves: prefill, chase and verify, write back.

Starts with the evaluator; needs attestations from both parties and HR approval; ends with the review filed and the score in the HR system.

Parties: Evaluator, Staff member, HR. Callvu moves: prefill, decide, write back. Use case and claims

Starts with a new or renewing vendor; needs questionnaires, SOC reports and contracts; ends with a risk rating and approval on file.

Parties: Business owner, Vendor, Vendor risk, Information security. Rules: Interagency third-party risk guidance. Callvu moves: chase and verify, classify, decide.

Starts with a request; needs approvals by limit; ends with the approval in the finance system.

Parties: Employee, Approvers. Callvu moves: decide, write back.

Starts when an incident occurs; needs the facts and impact; ends with the incident logged and notified on time.

Parties: Employee, IT security, Risk. Rules: Bank incident notification rule (36 hours). Callvu moves: classify, decide, write back.