Enterprise Issuer Card Management
System (EICMS)
Vendor-Neutral Training Handbook
Overall Application Structure
+--------------------------------------------------------------+
| ENTERPRISE ISSUER PLATFORM |
+--------------------------------------------------------------+
| Dashboard | Customer | Card | Account | Authorization | Txns |
| Billing | Collections | Rewards | Reports | Admin | Config |
+--------------------------------------------------------------+
Modules
1. CDM - Customer Data Management
2. CMS - Card Management
3. FAS - Financial Account System
4. ASM - Account Service Management
5. TRAMS - Transaction Management
6. ITI - Interchange Tracking System
7. Billing
8. Collections
9. Rewards
10. Reporting
11. Administration
Module 1 — CDM (Credit Decision
Management)
Business Purpose
Stores customer information before a card is issued.
Screen 1 — Customer Search
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CUSTOMER SEARCH
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Customer ID [________________]
First Name [________________]
Last Name [________________]
Mobile [________________]
Email [________________]
National ID [________________]
Customer Status [Active ▼]
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[Search] [Clear]
Fields
Field Editable Type
Customer ID Yes Search
First Name Yes Search
Last Name Yes Search
Mobile Yes Search
Email Yes Search
Status Configurable Dropdown
Search Result
----------------------------------------------------------
Customer ID 1002456
Customer Name John Smith
Customer Type Individual
Risk Rating Low
Status Active
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[Open Profile]
Real-Life Example
A customer calls customer service and says:
"I changed my mobile number."
The support representative searches the customer and updates contact details before sending
an OTP.
Screen 2 — Customer Profile
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Customer Information
Customer ID
Name
DOB
Nationality
Occupation
KYC Status
Risk Rating
Preferred Language
Email
Mobile
Address
----------------------------------------------------------
[Save]
[History]
[Documents]
[Close]
Editable
● Mobile
● Email
● Address
● Preferred Language
Static
● Customer ID
● Date of Birth (after verification)
● Customer Creation Date
Configurable
● Risk Rating
● Customer Segment
● KYC Workflow
Real-Life Example
Customer changes residence.
The bank updates the address to ensure statements and replacement cards are delivered
correctly.
Module 2 — CMS (Credit Management
System)
Screen 1 — Card Search
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Card Number
Customer ID
Account Number
Card Product
Card Status
Expiry Date
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[Search]
Search Result
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Card
**** **** **** 4567
Product
Visa Platinum
Status
Active
Expiry
06/2029
----------------------------------------------------------
[Open]
Real-Life Example
A customer reports:
"My card isn't working."
The agent searches the card to verify its status before investigating.
Screen 2 — Card Maintenance
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Card Details
Card Number
Card Product
Card Status
Activation Status
Emboss Status
PIN Status
Replacement Reason
Credit Limit
Available Credit
Outstanding Balance
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Buttons
Activate
Replace
Renew
Block
Suspend
Close
Save
Editable
● Card Status (subject to permissions)
● Card Product (if permitted)
● Credit Limit (authorized users)
Derived
● Available Credit
● Outstanding Balance
Reference
● PAN (masked)
● Emboss Status
Real-Life Example
Customer loses the card while traveling.
The agent:
● Blocks the old card.
● Orders a replacement.
● Preserves the same account relationship.
● Triggers notification to the customer.
Module 3 — FAS (Financial Account
System)
Screen — Account Financial Summary
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Account Number
Currency
Credit Limit
Available Credit
Outstanding Balance
Current Balance
Cash Advance Balance
Minimum Payment
Payment Due Date
Billing Cycle
----------------------------------------------------------
[Adjust Limit]
[Post Payment]
[Financial History]
Editable
● Credit Limit (authorized role)
● Billing Cycle (product admin)
Calculated
● Available Credit
● Outstanding Balance
● Minimum Payment
Real-Life Example
A customer requests a temporary credit limit increase before an overseas trip. The credit officer
reviews the account and updates the approved limit.
Module 4 — ASM (Authorization &
Security Management)
Screen — Authorization Inquiry
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Authorization ID
Card Number
Merchant
Merchant Category
Country
Transaction Amount
Currency
Date/Time
Response Code
Decision
Risk Score
----------------------------------------------------------
[View Details]
Real-Life Example
Customer:
"My payment at the supermarket was declined."
The analyst checks:
● Available credit
● Response code
● Merchant category
● Fraud decision
● Authorization timestamp
Module 5 — TRAMS (Transaction
Management)
Screen — Transaction Inquiry
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Transaction ID
Authorization Code
Merchant
Amount
Currency
Status
Clearing Status
Settlement Status
Posting Status
----------------------------------------------------------
[Reversal]
[Dispute]
[Details]
Real-Life Example
A merchant claims payment was successful, but the customer disputes it. Operations reviews
whether the transaction is authorized only, cleared, posted, or settled before deciding the next
action.
Module 6 — ITI (Interface & Integration)
Screen — Interface Monitoring
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Interface Name
Direction
Status
Messages Today
Success
Failed
Retry Queue
Last Execution
----------------------------------------------------------
[Retry]
[View Error]
[Resubmit]
Real-Life Example
An overnight interface delivering payment updates from core banking fails. Operations identifies
failed messages, corrects the issue, and reprocesses the queue to synchronize balances.
Module 7 — Billing
Statement Summary
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Statement Date
Opening Balance
Purchases
Fees
Interest
Payments
Credits
Closing Balance
Minimum Payment
Due Date
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[Generate]
[Reprint]
[Email]
Real-Life Example
A customer requests a duplicate statement for a mortgage application. The service
representative regenerates and emails the statement.
Module 8 — Collections
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Delinquency Bucket
Days Past Due
Outstanding Amount
Collection Status
Promise To Pay
Collector
Next Action Date
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[Assign]
[Update]
[Close]
Real-Life Example
A payment is overdue by 35 days. The collections team records a "Promise to Pay" and
schedules a follow-up call.
Module 9 — Rewards
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Reward Points
Points Earned
Points Redeemed
Expiry Date
Reward Tier
----------------------------------------------------------
[Redeem]
[Adjust]
[History]
Real-Life Example
A customer wants to redeem accumulated points for airline miles. The representative verifies
eligibility and processes the redemption.
Module 10 — Reporting
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Report Name
Business Date
Status
Records
Generated By
Output Format
----------------------------------------------------------
[Run]
[Download]
[Schedule]
Real-Life Example
Operations runs a daily reconciliation report to compare authorization totals with posted
transactions and identify exceptions before business opens.
Module 11 — Administration
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User ID
Role
Business Unit
Privileges
Password Status
MFA Status
----------------------------------------------------------
[Create]
[Modify]
[Disable]
[Reset Password]
Real-Life Example
A new operations analyst joins the card team. An administrator provisions access with read-only
rights to customer, card, and transaction inquiry functions while restricting financial adjustments
until training is complete.