Get Lock Amount - Product Documentation

Business Overview

The Get Lock Amount feature provides customer service representatives and operational staff with the ability to query and view all fund locks (holds) on a specific customer account. This tool is essential for answering customer inquiries, investigating account issues, reconciling transactions, and managing customer relationships.

Users can search for active locks, view lock history including unlocked and seized locks, and export detailed lock information to Excel for reporting and analysis purposes. The feature supports pagination for accounts with many locks and provides comprehensive details about each hold.

Key Benefits

• Rapid Customer Response: Instantly answer questions about account holds
• Complete Visibility: View all locks in one consolidated view
• Historical Tracking: Access complete lock lifecycle from creation to resolution
• Export Capability: Download lock data for offline analysis and reporting
• Reconciliation Support: Match locks to originating transactions and settlements
• Dispute Resolution: Quickly identify and explain holds to customers

Feature Capabilities

What You Can Do

• View all locks on a specific customer account
• Filter locks by status (active only or include historical)
• Search locks by block reference number
• View detailed lock information (amount, reason, dates, status)
• Export lock data to Excel for reporting
• Track lock lifecycle from creation to resolution
• Identify expired pre-authorizations
• Investigate customer balance discrepancies
• Support fraud investigation and compliance reviews

User Roles

Customer Service Representative

• Query locks during customer calls
• Explain holds to customers
• Identify locks for release or investigation
• Print lock summaries for customers

Branch Teller

• Review locks during in-person visits
• Verify account status before transactions
• Explain balance vs. available balance differences
• Coordinate lock releases with managers

Operations Manager

• Monitor lock aging and exceptions
• Review team's lock management activities
• Generate reports for senior management
• Investigate unusual lock patterns

Fraud Investigation Specialist

• Track suspicious transaction holds
• Identify fraud-related lock patterns
• Coordinate with law enforcement on seizures
• Document investigation findings

Compliance Officer

• Review legal hold compliance
• Audit lock authorization trails
• Generate regulatory reports
• Monitor adherence to policies

How It Works

Query Process

The system retrieves lock information in real-time:

1. Account Selection: User specifies the customer account to query
2. Filter Application: Optional filters applied (include unlocked, date range)
3. Database Query: System searches lock records for the account
4. Result Sorting: Locks ordered by creation date (newest first)
5. Pagination: Results split into pages (default 10 per page)
6. Display: Lock details presented in easy-to-read format
7. Export Option: User can download results to Excel if needed

Available Filters

• Include Unlocked: Show historical unlocked and seized locks (default: active only)
• Date Range: Filter locks created within specific time period
• Block Reference: Search for specific lock by reference number
• Page Number: Navigate through multiple pages of results
• Page Size: Control number of locks displayed per page (default: 10)

Lock Information Displayed

Each lock result shows:

• Block Reference: Unique identifier (e.g., BLK-2024-001234)
• Lock Amount: Dollar amount held ($500.00)
• Lock Reason: Why funds were locked (Card Pre-Authorization)
• Currency Code: USD, EUR, GBP, etc.
• State: Current status (LOCKED, UNLOCKED, SEIZED)
• Transaction Key: Link to CBS transaction
• Date Created: When lock was placed
• Hold State: Transaction status (HOLD, CANCELLED, SETTLED)

Common Use Cases

1. Customer Balance Inquiry Call

Scenario: Customer calls confused why their available balance is $3,500 but account balance shows $5,000.

Process:

1. CSR logs into system and navigates to account
2. Queries locks for the account
3. Identifies three active locks totaling $1,500:
   • $800 - Hotel Security Deposit
   • $500 - Car Rental Pre-Authorization
   • $200 - Restaurant Pre-Authorization
4. Explains each hold to customer
5. Advises when holds will expire or be released
6. Documents call in customer interaction log

Timeline: 3-5 minutes

Outcome: Customer understands balance discrepancy, satisfied with explanation

2. Expired Pre-Authorization Investigation

Scenario: Customer reports a 10-day-old hold from a gas station that hasn't been released.

Process:

1. Teller queries locks on customer account
2. Filters to show all locks including unlocked
3. Sorts by date to find oldest locks
4. Identifies the gas station pre-auth lock (still LOCKED)
5. Verifies it's past normal settlement window
6. Initiates lock deletion process
7. Confirms release and explains to customer

Timeline: 10-15 minutes

Outcome: Expired lock identified and released, funds restored

3. Fraud Investigation

Scenario: Fraud team investigates suspicious pattern of multiple large locks on an account.

Process:

1. Fraud specialist queries locks for flagged account
2. Includes historical locks to see complete pattern
3. Exports results to Excel for detailed analysis
4. Identifies pattern: 5 locks created same day, different merchants
5. Cross-references with transaction logs
6. Determines locks are legitimate travel expenses
7. Documents findings in fraud case file

Timeline: 30-45 minutes

Outcome: Investigation complete, account cleared, customer service improved

4. Monthly Account Reconciliation

Scenario: Customer requests detailed statement showing all holds during previous month for expense reporting.

Process:

1. CSR queries locks for account
2. Applies date range filter for previous month
3. Includes unlocked to show complete history
4. Reviews 12 locks: 8 released, 2 seized, 2 still active
5. Exports to Excel with all details
6. Emails Excel file to customer
7. Explains each lock and its resolution

Timeline: 15-20 minutes

Outcome: Customer receives comprehensive report for business expenses

5. Dispute Resolution Support

Scenario: Customer disputes a $250 charge, claiming they never authorized it.

Process:

1. Branch manager queries locks on account
2. Searches for locks around dispute date
3. Identifies $250 lock from disputed merchant
4. Reviews lock reason: "Online Purchase Authorization"
5. Checks if lock was seized or released
6. Pulls transaction details and timestamps
7. Discusses findings with customer
8. Initiates chargeback if customer confirms non-authorization

Timeline: 20-30 minutes

Outcome: Dispute documented with complete lock history, resolution path determined

UI Walkthrough

Accessing Lock Query

1. Log into BankLingo Core Banking
2. Navigate to Deposits → Account Management
3. Enter account number or search customer name
4. Click on account to open details
5. Select Locks & Holds tab

Query Interface

Search Options:

• Account Number: Pre-filled from selected account
• Include Unlocked: Checkbox to show historical locks
• Date Range: Optional start and end dates
• Block Reference: Optional specific lock search
• Results Per Page: Dropdown (10, 25, 50, 100)

Action Buttons:

• Search: Execute query with current filters
• Reset: Clear all filters
• Export to Excel: Download results
• Print: Print current page

Results Display

Results table shows:

Block Reference	Amount	Reason	Status	Created	Actions
BLK-2024-001234	$500.00	Hotel Deposit	LOCKED	Dec 10, 2024	View • Delete • Seize
BLK-2024-001189	$250.00	Card Pre-Auth	SEIZED	Dec 08, 2024	View Details
BLK-2024-001156	$100.00	Restaurant Hold	UNLOCKED	Dec 05, 2024	View Details

Pagination Controls:

• Page 1 of 3
• Previous | 1 | 2 | 3 | Next
• Showing 1-10 of 27 results

Lock Detail View

Click "View Details" to see comprehensive information:

Lock Information

• Block Reference: BLK-2024-001234
• Lock Amount: $500.00
• Currency: USD
• Lock Reason: Hotel Security Deposit - Riverside Inn
• Current Status: LOCKED

Transaction Details

• Transaction Key: TXN-2024-DEC-445566
• Hold State: HOLD
• Date Created: December 10, 2024 at 3:45 PM
• Created By: System (Card Authorization)
• Authorization Code: AUTH-998877

Account Impact

• Account Balance: $8,500.00
• Blocked by This Lock: $500.00
• Available Balance: $8,000.00

History

• Dec 10, 2024 3:45 PM - Lock created (Card Authorization)
• Dec 10, 2024 3:45 PM - Customer notified via SMS

Excel Export

When clicking "Export to Excel":

1. Select export options:
   • Include all pages or current page only
   • Include detailed notes
   • Add account summary header
2. Click "Generate Excel"
3. File downloads: Account_4567890_Locks_2024-12-17.xlsx

Excel Contains:

• Account summary header
• All lock records with complete details
• Formatted columns for easy reading
• Totals row showing summary statistics
• Timestamp of report generation

Managing Lock Queries

Daily Operations

Morning Routine

• Review overnight lock activity reports
• Check for system-generated alerts on aged locks
• Prepare for anticipated customer inquiries
• Verify system access and query performance

Throughout the Day

• Respond to customer calls about holds
• Support teller inquiries at branches
• Investigate balance discrepancies
• Generate ad-hoc reports as needed
• Escalate unusual patterns to fraud team

End of Day

• Generate daily lock summary report
• Document any unresolved customer issues
• Update procedures based on day's learnings
• Prepare notes for next shift

Search Best Practices

1. Start Broad, Then Narrow

   • Begin with account number only
   • Review all active locks first
   • Add filters if too many results
   • Use date ranges for historical analysis

2. Use Appropriate Filters

   • Active locks only for current status inquiries
   • Include unlocked for dispute investigations
   • Date range for month-end reconciliation
   • Block reference for specific lock lookup

3. Verify Before Taking Action

   • Confirm account matches customer
   • Review lock reason and amount
   • Check lock creation date and source
   • Verify customer authorization before any changes

4. Document Your Findings

   • Screenshot key information
   • Export to Excel for complex cases
   • Note findings in customer interaction log
   • Share relevant details with team

Performance Tips

• Large Result Sets: Use pagination rather than exporting huge files
• Slow Queries: Add date range filters to narrow search
• Frequent Searches: Bookmark common accounts for quick access
• Export Timing: Generate Excel during off-peak hours for large datasets

Reporting

Available Reports

Account Lock Summary

• Total active locks by account
• Total blocked amount
• Oldest lock date
• Lock count by status

Lock Aging Report

• Locks older than 7 days
• Locks older than 30 days
• Locks older than 90 days
• Recommended actions

Customer Service Metrics

• Lock queries per CSR
• Average query response time
• Export frequency
• Customer satisfaction correlation

Exception Report

• Accounts with excessive locks (>10)
• High-value locks (>$10,000)
• Aged locks without resolution
• Locks with missing documentation

Using Reports for Analysis

1. Identify Patterns: Look for recurring merchant issues
2. Spot Problems: Find accounts with excessive holds
3. Improve Process: Reduce aged lock counts
4. Train Staff: Share common scenarios and solutions

Troubleshooting

Common Issues

Issue: No locks display for account with known holds

Cause: "Include Unlocked" filter may be hiding active locks, or locks may be on different account

Solution:

1. Uncheck "Include Unlocked" filter
2. Verify correct account number
3. Check if customer has multiple accounts
4. Refresh page and retry query
5. Contact IT if locks still don't appear

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Issue: Too many results, difficult to find specific lock

Cause: Account has extensive lock history

Solution:

1. Uncheck "Include Unlocked" to show active only
2. Add date range filter for recent locks
3. Use block reference search if known
4. Increase page size to view more at once
5. Export to Excel and use Find function

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Issue: Export to Excel fails or produces empty file

Cause: Large dataset, browser timeout, or system issue

Solution:

1. Narrow query with date range filter
2. Export current page only rather than all results
3. Try different browser
4. Attempt export during off-peak hours
5. Contact IT if problem persists

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Issue: Lock details don't match customer's recollection

Cause: Customer may be confusing multiple transactions, or describing a different account

Solution:

1. Ask customer for specific merchant name
2. Verify transaction date customer recalls
3. Check if customer has multiple accounts
4. Review all recent transactions, not just locks
5. Pull merchant authorization records if needed

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Issue: Query is very slow to return results

Cause: Large number of historical locks, system performance issues

Solution:

1. Add date range to limit search scope
2. Check system status page for known issues
3. Try smaller page size (10 instead of 100)
4. Clear browser cache and retry
5. Report performance issue to IT

Training Requirements

New Staff Training

Week 1: Query Basics

• System navigation and access
• Understanding lock concepts and terminology
• Basic query execution
• Reading and interpreting results

Week 2: Filters and Options

• Using date range filters
• Include/exclude unlocked locks
• Pagination navigation
• Block reference search

Week 3: Analysis and Reporting

• Excel export functionality
• Analyzing lock patterns
• Generating reports
• Documenting findings

Week 4: Customer Scenarios

• Handling customer inquiries
• Explaining locks to customers
• Investigating disputes
• Escalating complex cases

Ongoing Education

• Quarterly system updates and new features
• Monthly customer service scenario reviews
• Annual compliance and privacy training
• Continuous improvement workshops

Compliance & Audit

Privacy Considerations

• Customer Consent: Staff must have valid business reason to query locks
• Access Logging: All queries logged with staff ID and timestamp
• Data Protection: Lock information contains sensitive financial data
• Screen Privacy: Ensure customer data not visible to unauthorized persons

Audit Trail

Every query creates an audit record:

• Staff member ID and name
• Account number queried
• Filters applied
• Timestamp of query
• IP address and workstation
• Results returned (count)
• Export actions taken

Monthly Audit Review

1. Review query patterns for unusual activity
2. Verify staff queried only assigned accounts
3. Identify excessive queries by individual staff
4. Investigate queries outside normal business hours
5. Confirm proper business justification for sensitive account access

Integration Points

Connected Systems

Core Banking System

• Real-time lock data retrieval
• Account balance information
• Transaction history linking
• Customer profile data

Card Management System

• Authorization code lookup
• Merchant information
• Card transaction details
• Settlement status

Customer Relationship Management

• Link queries to customer cases
• Document lock-related interactions
• Track customer satisfaction
• Follow-up reminders

Reporting & Analytics

• Export query results
• Generate summary statistics
• Trend analysis
• Performance dashboards

Frequently Asked Questions

Q: How often is lock data updated?

A: Real-time. When you query locks, you see the current state as of that moment. Refresh the page to see any updates.

Q: Can customers see their own locks?

A: Yes, if online/mobile banking is enabled, customers can view active locks on their accounts. They cannot see detailed authorization information or internal notes.

Q: What if a lock shows LOCKED but customer says merchant settled?

A: Query the transaction history separately. The merchant may have settled through a different transaction without seizing the lock. The lock may need manual deletion.

Q: How long are unlocked/seized locks kept in the system?

A: Lock records are retained for 7 years per regulatory requirements. They can be queried using the "Include Unlocked" filter.

Q: Can I query locks across multiple accounts at once?

A: No, this query is account-specific. For multi-account queries, use the "Get All Customer Lock Amounts" report function instead.

Q: Why do some locks not show a transaction key?

A: Very old locks or manually created locks may not have associated CBS transactions. This is rare and should be investigated if found.

Q: Can I query deleted locks?

A: Yes, deleted locks show as UNLOCKED status. Use the "Include Unlocked" filter to see them in results.

Q: What's the maximum page size I can use?

A: System allows up to 100 results per page. For accounts with more than 100 locks, use pagination or export to Excel.

Demo Script

Scenario: Customer Balance Inquiry

Setup: Customer Sarah calls asking why her $5,200 account balance shows only $3,800 available.

Script:

1. Greet and Verify

   • "Thank you for calling. I'm [Name]. Let me help you with your balance inquiry."
   • Verify customer identity with security questions
   • "I'm pulling up your account now..."

2. Query Locks

   • Navigate to account 4567-8901-2345
   • Click "Locks & Holds" tab
   • Review active locks

3. Explain Findings

   • "I can see why there's a difference. You have two active holds on your account:"
   • "First, there's a $1,000 hold from Riverside Hotel - that's your security deposit from check-in on December 10th"
   • "Second, there's a $400 hold from ABC Car Rental from December 12th"
   • "Together these holds total $1,400"
   • "Your account balance of $5,200 minus $1,400 in holds equals the $3,800 you see available"

4. Provide Timeline

   • "The hotel hold typically releases 2-3 days after checkout"
   • "The car rental hold should release within 5-7 days of returning the vehicle"
   • "Once these merchants complete their final billing, the holds will be released automatically"

5. Offer Solutions

   • "If you need funds released sooner, I can contact the merchants to expedite"
   • "Would you like me to set a reminder to follow up if these aren't released in 5 days?"

6. Close

   • "Does that explanation make sense? Any other questions?"
   • "Thank you for calling. Have a great day!"

Duration: 5-7 minutes

Outcome: Customer understands balance, satisfied with service

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For technical API implementation, refer to the Developer Documentation.