Get All Customer Lock Amounts - Product Documentation

Business Overview

The Get All Customer Lock Amounts feature provides bank operations, compliance, and management teams with a powerful system-wide search capability to query fund locks across all customer accounts. Unlike the account-specific lock query, this tool enables cross-account analysis, pattern identification, fraud investigation, and comprehensive reporting.

This enterprise-level search function is essential for compliance monitoring, fraud detection, operational oversight, and management reporting. Users can search by text (account number, block reference, lock reason), filter by date ranges, and export results for detailed analysis.

Key Benefits

• System-Wide Visibility: Search across all accounts simultaneously
• Pattern Detection: Identify fraud patterns and unusual activity
• Compliance Monitoring: Track legal holds and regulatory requirements
• Advanced Search: Text search across multiple fields with flexible filters
• Management Reporting: Generate executive summaries and KPI reports
• Fraud Investigation: Cross-reference locks across multiple accounts
• Reconciliation: Match locks to external systems and merchant settlements

Feature Capabilities

What You Can Do

• Search all locks across entire banking system
• Filter by text in account number, block reference, or lock reason
• Apply date range filters for targeted analysis
• Include or exclude historical (unlocked/seized) locks
• Export comprehensive results to Excel
• Generate compliance and audit reports
• Identify aging locks requiring attention
• Track merchant settlement patterns
• Investigate multi-account fraud schemes
• Monitor system-wide lock volume and trends

User Roles

Compliance Officer

• Monitor legal hold compliance across all accounts
• Generate regulatory reports
• Audit lock authorization patterns
• Track court-ordered seizures

Fraud Investigation Manager

• Search for fraud patterns across accounts
• Identify suspicious merchant activity
• Correlate locks with fraud alerts
• Coordinate with law enforcement

Operations Manager

• Monitor system-wide lock volume
• Identify process improvement opportunities
• Track team performance metrics
• Generate executive dashboards

Finance Controller

• Reconcile locks with financial statements
• Calculate total blocked funds
• Track lock-related revenue (fees)
• Support month-end close processes

Payment Operations Director

• Monitor merchant settlement patterns
• Identify settlement delays
• Track pre-authorization accuracy
• Optimize settlement processes

Risk Management Officer

• Assess systemic risk from excessive locks
• Monitor concentration risk by merchant
• Track high-value lock patterns
• Support stress testing scenarios

How It Works

Search Process

The system performs intelligent cross-account queries:

1. Search Criteria Entry: User specifies text search and/or filters
2. Text Search Processing: System searches across account number, block reference, and lock reason
3. Filter Application: Date range and status filters applied
4. Database Query: Indexed search across all lock records
5. Result Aggregation: Matches compiled from multiple accounts
6. Sorting: Results ordered by date created (newest first)
7. Pagination: Large result sets split into manageable pages
8. Display or Export: Results shown on screen or exported to Excel

Search Capabilities

Text Search (searches across three fields):

• Account Number: Full or partial match
• Block Reference: Lock identifier search
• Lock Reason: Keyword search in lock reason text

Search Logic: Text matches ANY of the three fields (OR logic)

Date Range Filters:

• Start Date: Locks created on or after this date (inclusive)
• End Date: Locks created on or before this date (inclusive)
• Both dates optional - omit for all-time search

Status Filters:

• Active Only: Show only LOCKED status (default)
• Include Unlocked: Include UNLOCKED and SEIZED statuses

Pagination:

• Default: 10 results per page
• Options: 10, 25, 50, 100 per page
• Navigate through pages

Result Information

Each result displays:

• Account Number: Customer account with the lock
• Customer Name: Account holder name
• Block Reference: Unique lock identifier
• Lock Amount: Dollar amount held
• Lock Reason: Why funds were locked
• Currency: USD, EUR, GBP, etc.
• State: LOCKED, UNLOCKED, or SEIZED
• Date Created: When lock was placed
• Transaction Key: Link to CBS transaction
• Hold State: HOLD, CANCELLED, or SETTLED

Common Use Cases

1. Fraud Pattern Investigation

Scenario: Fraud team receives alert about suspicious merchant "FastCash ATM Network". Need to find all locks related to this merchant across all accounts.

Process:

1. Fraud investigator opens Get All Locks tool
2. Enters text search: "FastCash ATM"
3. Sets date range: Last 30 days
4. Includes unlocked to see complete pattern
5. Executes search - finds 47 matches
6. Exports to Excel for detailed analysis
7. Identifies pattern: 47 locks across 23 accounts, all unauthorized
8. Blocks merchant and initiates fraud investigation

Timeline: 15-20 minutes

Outcome: Fraud ring identified, merchant blocked, customer refunds initiated

2. Legal Hold Compliance Audit

Scenario: Compliance needs to generate quarterly report of all court-ordered seizures for regulatory filing.

Process:

1. Compliance officer opens Get All Locks
2. Enters text search: "Court Order"
3. Sets date range: Q4 2024 (Oct 1 - Dec 31)
4. Includes unlocked to capture completed seizures
5. Executes search - finds 34 legal holds
6. Reviews each for proper documentation
7. Exports to Excel with complete details
8. Generates compliance report for submission

Timeline: 1-2 hours

Outcome: Regulatory requirement met, all seizures documented

3. Merchant Settlement Reconciliation

Scenario: Payment operations needs to reconcile all Riverside Hotel pre-authorizations for the month.

Process:

1. Payment specialist searches: "Riverside Hotel"
2. Date range: December 1-31, 2024
3. Includes unlocked to see settled transactions
4. Finds 156 hotel locks: 120 seized, 30 released, 6 still active
5. Cross-references with hotel's settlement batch files
6. Identifies 6 active locks older than 7 days
7. Contacts hotel for settlement or releases locks
8. Completes reconciliation

Timeline: 2-3 hours

Outcome: 100% reconciliation, 6 aged locks resolved

4. Operational Dashboard Reporting

Scenario: Operations manager needs weekly lock volume report for executive team.

Process:

1. Manager searches with no text (all locks)
2. Date range: Previous week
3. Active locks only
4. Exports to Excel - finds 2,847 active locks
5. Creates pivot tables by:
   • Lock type/reason
   • Amount ranges
   • Merchant categories
   • Account concentrations
6. Generates executive summary with trends
7. Presents findings in Monday management meeting

Timeline: 45-60 minutes

Outcome: Executive visibility into lock operations, trend analysis

5. Customer Dispute Multi-Account Investigation

Scenario: Customer reports unauthorized transactions across multiple accounts. Need to search all customer accounts for suspicious locks.

Process:

1. Fraud specialist searches account numbers for all customer accounts
2. No date restriction to see complete history
3. Includes unlocked to view historical pattern
4. Finds 12 locks across 3 accounts
5. Identifies pattern: All from same suspicious merchant
6. Reviews lock reasons and authorization codes
7. Confirms unauthorized activity
8. Initiates chargebacks and account security measures

Timeline: 30-45 minutes

Outcome: Unauthorized locks identified, customer protected, fraud reported

6. Month-End Financial Reporting

Scenario: Finance needs total blocked funds figure for balance sheet reporting.

Process:

1. Finance controller searches all locks
2. Date range: As of last day of month
3. Active locks only
4. Exports complete dataset
5. Sums lock amounts in Excel: $12.4 million
6. Breaks down by currency and account type
7. Reconciles with GL accounts
8. Provides figure for financial statements

Timeline: 1-2 hours

Outcome: Accurate blocked funds reporting, clean financial close

UI Walkthrough

Accessing System-Wide Search

1. Log into BankLingo Core Banking
2. Navigate to Reports → Deposits → Lock Management
3. Select System-Wide Lock Search
4. Or from Quick Access: Search All Locks

Search Interface

Search Criteria:

• Text Search:

  • Placeholder: "Search account number, block reference, or lock reason..."
  • Searches across all three fields with OR logic
  • Not case-sensitive
  • Partial matches supported

• Date Range:

  • Start Date: Calendar picker (optional)
  • End Date: Calendar picker (optional)
  • Quick options: Today | Last 7 Days | Last 30 Days | This Month | Last Month | This Quarter

• Lock Status:

  • ☐ Include Unlocked Locks (checkbox)
  • Default: Active (LOCKED) only

• Results Per Page:

  • Dropdown: 10 | 25 | 50 | 100
  • Default: 10

Action Buttons:

• Search: Execute search with current criteria
• Clear: Reset all fields
• Export to Excel: Download all results matching criteria
• Save Search: Save criteria for future use
• Scheduled Report: Set up automated report

Search Results

Results table:

Account	Customer	Block Ref	Amount	Reason	Status	Created	Actions
1234-5678	John Smith	BLK-2024-001	$500	Hotel Deposit	LOCKED	Dec 15	View • Manage
2345-6789	Jane Doe	BLK-2024-002	$250	Card Pre-Auth	SEIZED	Dec 14	View Details
3456-7890	Bob Wilson	BLK-2024-003	$1,000	Court Order	LOCKED	Dec 13	View • Manage

Summary Statistics (top of results):

• Total Locks Found: 2,847
• Total Amount Locked: $4,234,567.89
• Active Locks: 2,234 ($3,456,789.00)
• Historical Locks: 613 ($777,778.89)

Pagination:

• Showing 1-10 of 2,847 results
• Previous | 1 | 2 | 3 | ... | 285 | Next
• Jump to Page: [___] Go

Drill-Down to Account

Click account number to:

1. View complete account profile
2. See all locks on that specific account
3. Access account transaction history
4. Initiate lock management actions
5. Contact customer
6. View related fraud alerts

Excel Export

Exported file contains:

• Summary Tab: Aggregate statistics, charts, trends
• Detail Tab: All lock records with complete fields
• Analysis Tab: Pivot tables by reason, merchant, amount
• Metadata Tab: Export date, user, search criteria

File Name Format: All_Locks_Search_YYYY-MM-DD_HHMMSS.xlsx

Saved Searches

Save frequently used searches:

• Weekly Fraud Review: All locks with "Fraud" in reason, last 7 days
• Monthly Legal Holds: "Court Order" locks, last 30 days, include unlocked
• Aging Locks Report: All active locks >30 days old
• Hotel Reconciliation: "Hotel" text search, this month

Benefits:

• One-click execution
• Consistent criteria
• Shared with team
• Scheduled automated runs

Managing System-Wide Searches

Daily Operations

Morning Routine

• Run saved "Daily Lock Summary" search
• Review overnight lock activity
• Identify exceptions requiring attention
• Distribute reports to department heads

Throughout the Day

• Respond to fraud investigation requests
• Support compliance inquiries
• Generate ad-hoc reports as needed
• Investigate escalated customer issues

End of Day

• Run aging locks report
• Generate daily statistics for management
• Document unusual patterns or concerns
• Prepare notes for next day

Search Strategy Best Practices

1. Start Specific, Then Broaden

   • Begin with specific merchant or account
   • If too few results, remove some filters
   • Use text search for targeted queries
   • Use date ranges for performance

2. Optimize Performance

   • Add date ranges to large searches (improves speed)
   • Start with active-only, add historical if needed
   • Export in batches if results exceed 10,000 records
   • Schedule large exports for off-peak hours

3. Effective Text Search

   • Use unique keywords for precision
   • Try variations (e.g., "Hotel" vs "Riverside Hotel")
   • Remember search is case-insensitive
   • Partial matches work (e.g., "BLK-2024" finds all)

4. Date Range Tips

   • Use quick options for common periods
   • Remember dates are inclusive (includes start and end day)
   • Leave blank for all-time search
   • Combine with text for targeted historical search

5. Export Management

   • Export only what you need
   • Use pagination for quick reviews
   • Save exports with descriptive names
   • Archive historical exports for trend analysis

Authorization and Security

Access Levels:

• View Only: Can search and view results
• Export: Can download Excel reports
• Manage: Can take action on locks from results
• Admin: Can create scheduled reports and saved searches

Security Controls:

• All searches logged with user ID and timestamp
• Excessive searches flagged for review
• Export actions require additional authentication
• Sensitive accounts require elevated permissions

Reporting

Pre-Built Reports

Executive Dashboard

• System-wide lock volume trends
• Total blocked funds over time
• Top 10 merchants by lock volume
• Aging lock statistics
• Exception highlights

Compliance Report

• Legal holds by type
• Court-ordered seizures
• Regulatory hold compliance
• Documentation completeness

Fraud Investigation Report

• Locks by fraud category
• Multi-account patterns
• Suspicious merchant activity
• Investigation case summaries

Operational Metrics

• Locks by transaction type
• Average lock duration
• Release vs. seizure ratios
• Staff processing efficiency

Financial Summary

• Total blocked funds by currency
• Lock amounts by account type
• Fee revenue from locks
• Balance sheet impact

Custom Report Builder

Create custom reports:

1. Select data fields to include
2. Choose grouping and aggregation
3. Apply filters and date ranges
4. Format output (table, chart, pivot)
5. Save as template
6. Schedule automated delivery

Troubleshooting

Common Issues

Issue: Search returns too many results (thousands)

Cause: Search criteria too broad

Solution:

1. Add date range to narrow timeframe
2. Make text search more specific
3. Remove "Include Unlocked" if only need active
4. Consider multiple targeted searches instead
5. Use pagination to review manageable chunks

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Issue: Search returns no results when locks are known to exist

Cause: Text search syntax or date range too restrictive

Solution:

1. Verify spelling of search text
2. Try shorter search terms (partial matches)
3. Expand or remove date range
4. Check "Include Unlocked" if searching historical
5. Try searching specific account number instead

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Issue: Excel export takes very long or fails

Cause: Too many results to export at once

Solution:

1. Add filters to reduce result set
2. Export in batches using date ranges
3. Schedule export during off-peak hours (overnight)
4. Contact IT to increase export timeout limit
5. Use pagination and multiple smaller exports

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Issue: Search is very slow

Cause: Broad search across millions of records, system performance

Solution:

1. Always include date range for better performance
2. Make text search more specific
3. Check system status page for known issues
4. Try during off-peak hours
5. Report persistent performance issues to IT

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Issue: Duplicate locks appearing in results

Cause: Not duplicates - may be multiple locks on same account or similar references

Solution:

1. Review block reference - should be unique
2. Check account numbers - may be different accounts
3. Review dates created - may be different time periods
4. Verify not viewing same lock with different filters
5. Contact IT if true system duplicates confirmed

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Issue: Summary statistics don't match filtered results

Cause: Summary shows totals across all pages, not just current page

Solution:

1. Understand summary includes ALL matching records
2. Navigate through all pages to see complete dataset
3. Export to Excel for custom calculations
4. Filter Excel export to match your specific analysis needs

Training Requirements

New Staff Training

Week 1: Search Fundamentals

• System access and navigation
• Understanding search fields and logic
• Basic text search techniques
• Reading and interpreting results

Week 2: Advanced Search

• Date range filters and optimization
• Including historical locks
• Pagination navigation
• Text search best practices

Week 3: Analysis and Reporting

• Excel export functionality
• Data analysis techniques
• Creating saved searches
• Scheduled report setup

Week 4: Use Case Application

• Fraud investigation workflows
• Compliance reporting procedures
• Operational dashboards
• Management reporting

Certification:

• Written exam on search capabilities
• Practical exercises with real scenarios
• Quality assurance review
• Supervisor sign-off

Role-Specific Training

Fraud Investigators

• Advanced pattern recognition
• Multi-account analysis
• Cross-referencing techniques
• Evidence documentation

Compliance Officers

• Regulatory reporting requirements
• Legal hold procedures
• Audit trail documentation
• Compliance risk assessment

Operations Managers

• Team performance metrics
• Process improvement analysis
• Executive presentation skills
• Dashboard creation

Finance Controllers

• Financial reconciliation procedures
• GL account mapping
• Month-end reporting
• Variance analysis

Compliance & Audit

Regulatory Requirements

Data Privacy

• Staff must have legitimate business purpose for searches
• Customer data protected per GLBA and privacy regulations
• Search results must not be shared with unauthorized persons
• Export files must be encrypted and securely stored

Access Controls

• Role-based access to search functions
• Multi-factor authentication for export capabilities
• Elevated permissions for sensitive account searches
• Regular access review and recertification

Record Retention

• Search audit logs retained for 7 years
• Exported reports archived per retention policy
• Search criteria documented in investigation files
• Compliance reports retained per regulatory requirements

Audit Trail Contents

Every search creates comprehensive audit record:

• User Information: ID, name, role, department
• Search Criteria: Text search, date range, filters
• Results: Count of records returned, total amounts
• Actions: Exports, drill-downs, managed locks
• System Information: Timestamp, IP address, workstation
• Business Purpose: Required justification field

Monthly Audit Review

1. Week 1: Export all search activity logs
2. Week 2: Review for unusual patterns or excessive searches
3. Week 3: Verify business justification for sensitive searches
4. Week 4: Report findings to compliance committee
5. Ongoing: Implement corrective actions and training

Compliance Reporting

System supports regulatory reporting:

• FinCEN SAR: Suspicious activity identification
• OFAC: Sanctions and legal hold reporting
• Reg E: Dispute and error resolution tracking
• Bank Secrecy Act: Large transaction monitoring

Integration Points

Connected Systems

Core Banking System

• Real-time lock data across all accounts
• Customer profile integration
• Account balance information
• Transaction history access

Fraud Detection System

• Alert correlation with lock patterns
• Case management integration
• Rule engine for pattern detection
• Real-time fraud scoring

Compliance Management System

• Legal hold tracking
• Regulatory report generation
• Case documentation
• Audit trail integration

Payment Network Gateway

• Merchant settlement data
• Authorization code lookup
• Chargeback notifications
• Network rule compliance

Business Intelligence Platform

• Data warehouse integration
• Advanced analytics and visualization
• Predictive modeling
• Executive dashboards

Document Management System

• Attach supporting documents to searches
• Store export files
• Link to investigation cases
• Compliance documentation

API Access

Enterprise integrations via API:

• Automated compliance monitoring
• Scheduled report generation
• Third-party analytics tools
• Risk management systems

Frequently Asked Questions

Q: How many locks can I search at once?

A: There's no hard limit, but searches returning more than 100,000 records may time out. Use date ranges and filters to keep searches manageable.

Q: Can I search for locks across specific branches?

A: Yes, if branch structure is included in account numbers or lock reasons. Otherwise, export all results and filter by branch in Excel.

Q: How current is the search data?

A: Real-time. Search results reflect the current state of all locks in the system as of query execution.

Q: Can customers see if I searched their account?

A: No, but all searches are logged for audit purposes. Unauthorized searches may result in disciplinary action.

Q: What's the difference between this and the account-specific lock query?

A: This searches across ALL accounts system-wide. Account-specific query focuses on one account only. Use this for patterns, trends, and multi-account analysis.

Q: How do I search for all locks above a certain dollar amount?

A: Export all results to Excel, then filter by amount column. System doesn't have built-in amount filter (yet - feature request submitted).

Q: Can I schedule automated searches?

A: Yes, if you have Admin access. Save the search, then set up scheduled execution and email delivery.

Q: Why do my search results change between queries?

A: Locks are dynamic - they're constantly being created, released, and seized. Search shows real-time data, so results change as activity occurs.

Demo Script

Scenario: Fraud Pattern Investigation

Setup: Fraud alert received about suspicious merchant "QuickCash Advance" appearing in multiple customer complaints.

Script:

1. Receive Alert

   • "Fraud team received alert about merchant QuickCash Advance"
   • "Multiple customers report unauthorized charges"
   • "Need to identify scope across all accounts"

2. Initiate Search

   • Navigate to System-Wide Lock Search
   • Enter text search: "QuickCash Advance"
   • Date range: Last 30 days
   • Include unlocked to see complete pattern
   • Click Search

3. Review Results

   • "Search found 73 locks matching criteria"
   • "Total amount: $18,425.00"
   • "Spans 38 different customer accounts"
   • "Pattern: Multiple small locks ($200-$500 each)"

4. Export for Analysis

   • Click "Export to Excel"
   • Open file: QuickCash_Analysis.xlsx
   • Sort by date created - shows burst of activity
   • Sort by account - identifies repeat victims
   • Create pivot table by amount and status

5. Identify Pattern

   • "15 locks already seized (merchants settled)"
   • "32 locks still active (not yet settled)"
   • "26 locks already released (pre-auth expired)"
   • "Average lock: $252"
   • "Peak activity: December 12-14 (52 locks)"

6. Take Action

   • Document findings in fraud case system
   • Block merchant from future transactions
   • Flag all 38 accounts for monitoring
   • Prepare customer notification list
   • Initiate chargebacks for seized amounts
   • Contact payment processor about merchant

7. Report Results

   • Create executive summary
   • Email findings to fraud team
   • Schedule follow-up search in 7 days
   • Document in regulatory report queue

Duration: 45-60 minutes

Outcome: Fraud pattern identified, 38 customers protected, $18,425 potentially recovered, merchant blocked

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For technical API details, see Developer Documentation. For account-specific queries, use Get Lock Amount.