SRM Overview
This acronym stands for the system used to handle and track customer work from start to finish.
What is Service Request Management (SRM)?
This focus level is used when updating personal information such as a customer’s name or address.
What is Customer focus?
This workflow type is used when work cannot be completed automatically and must be routed to another department.
What is a GSR (Generic Service Request)?
This workflow type is used to process financial transactions, most commonly fee refunds.
What is Financial Transaction Management (FTM)?
This option allows an associate to transfer a workflow to another associate or queue.
What is Reassign Work?
This system ensures tasks are completed, routed correctly, and guided step‑by‑step so nothing is missed.
What is SRM?
This Focus Type workflow is used when a customer updates their legal name and requires supporting documentation to be archived.
What is the Change Name and Address workflow?
All GSR workflows must begin at this focus level before a department or task can be selected.
What is Customer focus?
Unlike focus type and GSR workflows, FTM workflows do NOT require this to be set before starting.
What is a customer or account focus?
This icon on the IBS Insight landing page takes you directly to the Work Queue.
What is the wrench icon?
Within the SRM system, these are the three main workflow types used to complete different kinds of work.
What are SRM, GSR, and FTM workflows?
This Focus Type workflow allows ownership changes, such as adding a joint owner, and may require customer setup in Deposit Origination before continuing.
What is the Change Account Titling workflow?
This GSR department is selected when a request involves correcting an error, duplicate posting, or researching unusual account activity.
What is the Research and Adjustments department?
This is the most common fee refund request customers ask.
What is an overdraft fee?
By default, Work Queue items are sorted so these appear at the top of the list.
What are the oldest items?
This focus type workflow type automatically updates information at the customer, account, card, or plan level when completed.
What is a focus-type workflow?
This Focus type workflow allows a customer to renew a CD without closing it, as long as the request is made within the grace period.
What is the Renew CD workflow?
This GSR workflow is routed to the ACH department when a customer receiving benefit payments has been confirmed deceased.
What is the ACH Deceased Report workflow?
Before completing an FTM refund, associates are expected to research account activity for this time period.
What is the previous 12 months?
Clicking this option returns you to the exact step where you previously paused a workflow.
What is Perform Work?
This is the preferred and expected system used to access focus type workflows. Even though other access points exist.
What is IBS Insight?
This workflow adds a restriction to prevent a specific check from being paid, but deleting that restriction must be completed outside of SRM.
What is the Add Stop Payment workflow?
In a GSR workflow, this checkbox must remain unchecked so the task stays in the department’s work queue until completed.
What is the Service Request Complete checkbox?
Selecting the correct option here is critical in FTM, because these categories represent fees that have already posted.
What are FTM fee types?
This feature allows you to locate a specific workflow by filtering by criteria such as customer name, activity, or FTM group.
What is the search function in the Work Queue?