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Retrieve Contact By ID

Overview​

The Retrieve Contact By ID feature enables bank staff to access complete, detailed information about a specific customer using their unique system identifier. This capability provides comprehensive customer profiles essential for service delivery, transaction processing, and relationship management.

What It Does​

When staff provide a customer's unique identifier, the system retrieves and displays that customer's complete profile including personal details, contact information, identification data, account relationships, and transaction history. This creates a single, unified view of the customer across all banking systems.

Business Value​

Having immediate access to complete customer information enables superior service delivery and informed decision-making. Staff can verify customer identity, understand customer relationships, review transaction patterns, and provide personalized service based on comprehensive customer knowledge.

Who Uses This Feature​

Customer Service Representatives access customer details dozens of times daily when assisting customers with inquiries, resolving issues, or processing requests.

Relationship Managers review customer profiles before meetings, during relationship reviews, and when planning service strategies tailored to individual customer needs.

Transaction Officers verify customer information before processing high-value transactions, ensuring accuracy and preventing fraud.

Compliance Staff review customer details to verify KYC compliance, investigate suspicious activities, or respond to regulatory inquiries.

Branch Managers access customer profiles when handling escalations, approving exceptions, or reviewing relationship performance.

Key Capabilities​

Complete Customer Profile​

The system presents all customer information in an organized, easy-to-read format. Personal identification details, contact information, addresses, and customer attributes are clearly displayed, providing staff with everything they need to know about the customer.

Real-Time Information Access​

Customer information is retrieved directly from the live database, ensuring staff always see the most current data. Recent updates, new accounts, or status changes appear immediately in the customer profile.

Relationship Visibility​

The customer profile shows all products and accounts associated with the customer. Staff can see deposit accounts, loans, credit facilities, and other banking products, understanding the complete customer relationship at a glance.

Transaction History Integration​

While viewing customer details, staff can easily navigate to transaction histories, account statements, and activity logs. This integrated view supports comprehensive customer service and inquiry resolution.

Audit and Compliance Information​

The profile includes audit data showing when the customer record was created, who created it, and when it was last modified. This information supports compliance requirements and change tracking.

How to Use​

Locating the Customer​

Staff typically arrive at the customer detail view through several paths. They might click on a customer from search results, follow a link from a transaction record, or enter a customer number directly into a lookup field.

Understanding the Customer Profile Layout​

Identification Section: The top of the customer profile displays critical identification information including the customer's system-generated number, full name, and primary identifiers. This section helps staff quickly confirm they have the correct customer.

Contact Details: Contact information including phone numbers, email addresses, and physical addresses is prominently displayed, enabling staff to communicate with customers through their preferred channels.

Personal or Business Information: For individual customers, the profile shows date of birth, gender, and personal identifiers. For corporate customers, business registration details and company information are displayed.

Status Indicators: Important flags and status indicators are visible, such as whether the customer is blacklisted, pending approval, or has any restrictions on their account.

Branch and Relationship Information: The profile shows the customer's home branch and relationship manager assignments, clarifying who manages the customer relationship.

Reviewing Customer Information​

Staff carefully review displayed information when assisting customers. They verify that addresses are current, contact information is accurate, and all details align with what the customer provides during interactions.

From the customer profile, staff can access related features such as account details, transaction histories, document archives, and service request logs. This navigation capability supports comprehensive customer service without leaving the customer context.

Verifying Customer Identity​

Before processing sensitive requests or transactions, staff use the customer profile to verify identity by confirming details such as date of birth, address, or last transaction information that only the genuine customer would know.

Common Use Cases​

Customer Service Call​

A customer calls with a question about their account. The representative accesses the customer profile using the customer number, reviews the customer's accounts and recent transactions, and provides informed assistance based on the complete customer picture.

Branch Visit Transaction​

A customer visits to withdraw funds. The teller retrieves the customer profile to verify identity, confirm account ownership, check for any restrictions or holds, and ensure the transaction can proceed safely.

Relationship Review Meeting​

Before meeting with a high-value customer, the relationship manager reviews the customer profile to understand current product holdings, recent activity, and opportunities for additional services or products.

Compliance Investigation​

A compliance officer investigating unusual activity retrieves customer profiles to verify customer information, review transaction patterns, and confirm that all KYC documentation remains current and complete.

Important Considerations​

Data Security and Privacy​

Customer profiles contain sensitive personal information that must be protected. Staff should only access customer details for legitimate business purposes. All access is logged for audit and security monitoring.

Information Accuracy Verification​

While the system displays current information, staff should verify critical details with customers during interactions. Customers may have unreported changes to addresses, phone numbers, or other contact information.

Restricted Information Access​

Depending on user roles and permissions, staff may not see all customer information. Sensitive data may be masked or hidden based on security policies and access controls.

Cross-System Consistency​

The customer profile aggregates information from multiple systems. In rare cases, there may be slight delays in synchronization. Staff should report any data inconsistencies to technical support.

Integration Benefits​

Seamless Workflow Integration​

The customer detail view integrates with all major banking workflows. Staff can initiate account opening, process transactions, update information, or access services without leaving the customer context.

Document Access​

Customer profiles link to document management systems where copies of identification, applications, contracts, and correspondence are stored. This provides complete customer documentation in one place.

Communication History​

The profile may show recent communications with the customer including emails, text messages, and call notes. This history helps staff provide continuity in customer service.

Alert and Notification Integration​

Important customer-related alerts or pending actions appear in the profile, ensuring staff are aware of issues requiring attention before proceeding with service delivery.

  • Search Customers: Find customers to view their profiles
  • Update Contact: Modify customer information from the profile
  • View Account Details: Access accounts linked to the customer
  • Transaction History: Review customer transaction activity
  • Document Management: Access customer documentation and files
  • Customer Communication: Send messages or notifications to customers