Financial Services
Compliant, structured workflows for banks and financial institutions — from loan processing to fraud investigation.
Zendesk workflows built for financial services
Financial institutions operate in a high-stakes, compliance-driven environment. SweetHawk apps extend Zendesk with structured checklists, multi-level approvals, SLA tracking, and real-time alerts — so every loan, fraud case, and VIP client request is handled consistently and with a full audit trail.
Loan Application & Compliance Review
Scenario: A customer submits a loan application requiring verification, compliance checks, and multi-team review.
Workflow with Zendesk + SweetHawk
- 1Ticket created from online application or branch submission.
- 2Tasks & Subtickets build a checklist: "Verify ID," "Check Credit File," "Collect Documents," "Risk Assessment," and create subtickets for Compliance or Underwriting.
- 3Approve obtains sign-off from Compliance/Risk teams before issuing a decision.
- 4Timers track processing time and enforce workflows prior to SLA/OLA breaches.
- 5Reminders follow up on missing documents or customer responses.
- 6Notify highlights time-sensitive applications or compliance flags.
- 7Kanban provides a visual pipeline for all in-progress loan applications.
Fraud Investigation & Case Escalation
Scenario: A suspicious transaction or potential fraud case is reported and requires rapid investigation and escalation.
Workflow with Zendesk + SweetHawk
- 1Ticket generated from fraud alerts, customer reports, or automated monitoring systems.
- 2Tasks & Subtickets create the fraud workflow: "Verify Account Activity," "Collect Evidence," "Freeze Account (if needed)," "Contact Customer," plus subtickets for Fraud or Risk teams.
- 3Broadcast notifies relevant teams during high-risk or systemic events (e.g., coordinated attacks).
- 4Timers track investigation duration, escalation response times, and enforce required steps before SLAs breach.
- 5Reminders prompt investigators to follow up on customer outreach or pending data requests.
- 6Notify surfaces urgent alerts inside Zendesk when new risk indicators appear.
- 7Kanban helps investigators track the status of all active cases across stages.
High-Value Client Management & VIP Support
Scenario: Wealth or business banking clients require priority support with structured workflows and tight oversight.
Workflow with Zendesk + SweetHawk
- 1Ticket created via account manager request, client portal, or CRM alerts.
- 2Tasks & Subtickets generates a VIP support playbook: "Review Portfolio Notes," "Coordinate With Account Manager," "Action Request," "Document Outcome."
- 3Reminders ensure timely follow-ups on commitments or pending client actions.
- 4Timers measure response/resolution times and enforce premium SLAs before breaches occur.
- 5Approve captures leadership approval for fee waivers, exceptions, or prioritised handling.
- 6Notify pops up critical in-Zendesk alerts when important events occur (e.g., SLA risk, escalation).
- 7Kanban gives a visual pipeline view of all active VIP cases and their current stage.
Apps used in these workflows
Add tasks to tickets, break work into linked subtickets, and track progress as each task is completed.
Add approval requests to tickets with multi-step workflows, deadlines, Slack approvals, and dynamic approvers.
Down to the second timers to track any period on a ticket, for SLAs, OLAs, workflows and deadlines.
Set reminders on tickets that follow business schedules and trigger workflows to update tickets when they end.
Send real-time notifications to agents or groups with custom messages triggered by ticket updates or workflow events.
Visualize tickets on Kanban boards, move cards between workflow stages, and update tickets instantly.
Display targeted popups or urgent interrupting alerts in the Agent Workspace, with full read and dismiss tracking.