Deceased Account Processing Automation

The Challenge

Processing deceased client accounts is one of the most delicate and administratively complex responsibilities in retail banking. Each case requires careful verification of documentation, closure of multiple linked accounts, and formal communication with family members.

At this institution, the process was entirely manual. Teams had to review death certificates submitted in different formats by region, cross-check customer information across systems, and manually identify every associated account. Each step took time and carried the risk of missed records or inconsistent follow-up.

Formal communications with families required precision and sensitivity. Maintaining the correct tone, following legal requirements, and documenting each message added further complexity. As a result, the end-to-end process was slow, error-prone, and difficult to audit, increasing both operational risk and emotional strain for staff.

The Solution

Through Maisa Studio, the bank developed a Maisa Digital Worker to manage the entire workflow for deceased account processing. Configured in natural language, the Digital Worker follows the institution's compliance standards, internal procedures, and communication protocols with accuracy and empathy.

• Document Understanding — Extracts and validates information from both scanned and digital death certificates, recognizing variations in format and structure.

• Automated Account Identification — Searches internal databases to identify all active and linked accounts associated with the deceased client, ensuring that none are overlooked.

• Workflow Execution — Carries out account closure and transfer steps in alignment with bank policies, coordinating actions across core systems and compliance checks.

• Family Communication Management — Generates formal letters and notifications using approved templates that maintain appropriate tone and language, ready for review or automatic dispatch.

• Audit and Traceability — Records every action, from document verification to message delivery, creating a transparent audit trail for regulatory and internal reporting.

Maisa brought structure, reliability, and compassion to a process that had previously relied entirely on manual attention, ensuring every step is accurate, consistent, and fully compliant.

The Results

• Process Efficiency — Account processing time was significantly reduced as automation now handles document validation, account searches, and communications.

• Improved Reliability — Systematic identification ensures that all accounts are found and processed correctly, eliminating oversight and delays.

• Consistent Communications — Family notifications follow pre-approved templates and tone guidelines, ensuring clarity and professionalism across every region.

• Full Compliance — All actions are logged and auditable, providing a complete and verifiable record of each case handled.