Workflow 07 — Decision Governance
Member / customer risk & opportunity.
Governed decisions on member relationships — high-risk reviews, complaint patterns, and retention or growth opportunities.
Complaint patterns surface as patterns — before they turn into attrition.
What goes wrong without it
High-risk reviews ad-hoc
PEPs, high-risk profiles, and EDD reviews often run on different cadences across teams.
Complaint patterns invisible
Individual complaints get resolved but patterns across products or branches are easy to miss.
Risk and opportunity siloed
The same member view used for risk should drive retention and growth — but rarely does.
The shared decision anatomy
Every workflow follows the same five steps. Here’s how member / customer risk & opportunity uses them, with the artifact captured at each step.
What you’ll see
A live view of every item, its owner, its deadline, and the evidence behind its current status.
EDD reviews open
11
Pattern alerts
2
Complaints YTD
147
Past SLA
3
| ID | Item | Owner | Due | Status |
|---|---|---|---|---|
| EDD-088 | PEP review, business member | G. Singh | May 19 | Past SLA |
| PAT-014 | Complaint pattern, overdraft fees | E. Coleman | Jun 12 | Pattern review |
| REL-203 | High-value member churn risk | E. Coleman | Jun 20 | Retention plan |
| EDD-079 | EDD refresh, MSB account | G. Singh | Apr 28 | Retained |
Evidence captured
Built for the Chief Risk Officer (with relationship managers and product owners as delegates)
Replaces the EDD spreadsheet, the complaint log, and the retention CRM notes that don't talk to each other. Gives the CRO one member-level view spanning risk and opportunity.
Apex linkage
Strategic & Board Decisions inherit operational evidence from this workflow. Decisions made here flow upward to the apex layer automatically — a board-level capital, risk-appetite, or strategic-plan decision ties back to the operational record beneath it.
How to start
Start free with one workflow on your data, then upgrade to Team or Business as you scale. For multi-workflow scope or apex linkage, see pricing or talk to us about Business.