1. ## Retail Banking Customer Service Process

   ### Step 1: Authenticate Customer Identity

   - If Success, go to Step 2
   - If Failure, ENDPOINT 1: Escalate to Fraud Prevention

   ### Step 2: Identify Customer Request

   1. Account Information Request
   2. Transaction Dispute
   3. Funds Transfer Request
   4. Card-Related Issue
   5. Account Maintenance Request
   6. Fraud Concern
   7. Interest/Fees Inquiry
   8. Account Closure Request

   ### Step 3: Route Based on Request Type

   #### A. Account Information Request

   1. Verify and provide balance/transaction history
   2. ENDPOINT 2: Information Provided Successfully

   #### B. Transaction Dispute

   - Step 1: Gather dispute details
   - Step 2: Check eligibility and timeframe
     - If Ineligible, ENDPOINT 3: Dispute Rejected - Out of Scope
     - If Eligible
       - File claim
       - Provide provisional credit
       - ENDPOINT 4: Dispute Filed and Confirmed

   #### C. Funds Transfer Request

   - Check if Internal Transfer or External Transfer.
     - If Internal
       - Complete Transfer
       - ENDPOINT 5 - Internal Transfer Completed
     - If External, Check limits.
       - If exceeds limits, ENDPOINT 6: Escalated for Approval
       - If within limits
         - Complete
         - ENDPOINT 7: External Transfer Completed

   #### D. Card-Related Issue

   - If Lost/Stolen:
     - Block and reissue
     - Notify fraud team
     - ENDPOINT 8: Card Blocked and Reissued
   - If Damaged:
     - Reissue
     - ENDPOINT 9: Replacement Card Ordered

   #### E. Account Maintenance Request

   - Update personal details
   - Add joint holder
   - Change account type
   - ENDPOINT 10: Account Updated

   #### F. Fraud Concern

   - Take report
   - Freeze account
   - Escalate to Fraud Prevention
   - ENDPOINT 11: Fraud Case Initiated

   #### G. Interest or Fee Inquiry

   - If fee error
     - Reverse
     - ENDPOINT 12: Fee Reversed
   - If valid
     - Explain
     - ENDPOINT 13: Fee Upheld

   #### H. Account Closure Request

   - Verify identity
   - Close account
   - ENDPOINT 14: Account Closed Successfully