Jack Henry Exception Manager

In a perfect world, you wouldn’t need to worry about exception transactions. All of your accountholders would have the funds available for payments they made, payment accounts would all be verified and up to date without data input errors, and every payment would be guaranteed and un-returnable.

But it’s not a perfect world, and managing exception items is a fundamental aspect of running a financial institution. We know how tedious this process can be, which is why we created Jack Henry Exception Manager with time-saving tools and UI features that allow you to streamline your workflow and make decisions with confidence.

What Is Jack Henry Exception Manager?

Jack Henry Exception Manager is a comprehensive solution that enables financial institution employees to efficiently work and resolve exception items. Exception items are transactions that could not be posted automatically due to various reasons such as insufficient funds, incorrect account information, or other processing issues that require manual review and intervention.

By centralizing exception handling in a single, intuitive platform, Jack Henry Exception Manager helps staff reduce processing time, improve the accountholder experience, and maintain clear audit trails for all exception resolution activities.

Jack Henry Rapid Transfers Integration

Jack Henry Exception Manager seamlessly integrates with Jack Henry Rapid Transfers , allowing staff to efficiently resolve exceptions that originate from instant payment transactions.

When a Rapid Transfer transaction generates an exception, it appears in the Jack Henry Exception Manager queue with full context about the transfer. Staff can review the original transfer details, see relevant transaction information, and take appropriate action, all within the same streamlined interface.

Decision Options

For Rapid Transfers exceptions, staff have two decision options available:

Retry: Attempt to process the transfer again, typically used when the initial issue has been resolved
Manual Post: Manually complete the transaction posting after reviewing and verifying all details, giving staff full control over the resolution

All Banno financial institutions using Jack Henry Rapid Transfers will be able to work their Rapid Transfers exceptions within Jack Henry Exception Manager by going to Banno Admin and selecting the Platform icon.

Common Rapid Transfers Exception Scenarios

The following scenarios are reasons why a Rapid Transfer might generate an exception item:

Pull From Card Fee: The transfer and deposit worked, but the fee failed to post. The Retry decision will attempt to post the fee to the account.
Pull From Card: The transfer worked, but the deposit and the fee failed to post. The Retry decision will attempt to post the deposit and fee to the account.
Fee Reversal: The Moov transfer failed, the original withdrawal was successfully reversed, but the fee reversal failed. The Retry decision will attempt to reverse the fee to the account.
Reversal: The Moov transfer failed, but the reversal of the withdrawal and the fee failed. The Retry decision will attempt to reverse the withdrawal and fee on the account.
Other: Sometimes, an error in your financial institution’s configurations can cause an exception, but that should be rare. Note: This is not a Transaction Type, rather an Exception Type.

Transaction Failure Without an Exception

Sometimes a transaction might fail, but not generate an exception such as in the following scenarios:

Pull from Card: If the call to the Moov network is not successful, then no exception is created.
Push to Card: If the posting of the withdrawal is not successful on the Jack Henry core, then no exception is created and there is no call to the Moov network.

Assessed Fees

Pull From Card: The assessed fee is included in the transaction amount displayed within Jack Henry Exception Manager. The assessed fee shows under the Details section when an exception item is selected.
Push To Card: The assessed fee is not included in the transaction amount. The assessed shows under the Details section within Jack Henry Exception Manager.

Queue Filtering and Saved Views

Staff can customize their view by applying filters to see only exception items that meet specific criteria.

How It Works

The filtering system allows you to create custom views of the exception queue by selecting one or more filter criteria. Filters can be combined to create highly specific views, and frequently used filter combinations can be saved as personal presets for quick access by selecting the Save button on the main Exceptions screen. You can go back to the default view at any time by selecting Reset view and the system will display a real-time count of exceptions matching the current filter criteria. Default views include All, Open, and Closed.

Exception States

Not to be confused with exception statuses (see the next section), exception states represent the processing stage of an exception within the system. States are system-driven and change automatically as exceptions move through the processing workflow.

Ready: The exception is ready for staff review and decisioning. This is the primary state for active exception work.
Resolved: The exception has been decisioned and resolved by staff, and the resolution is being processed.
Settled: The exception has been fully processed and the transaction has been posted to the appropriate accounts.
Settled Externally: The exception was resolved and settled outside of Jack Henry Exception Manager, such as through the foundational core (this only applies to SilverLake at this point). Once an exception is settled externally, it cannot be changed in Jack Henry Exception Manager.

Exception Statuses

Exception statuses track the workflow progress of an exception from a staff perspective. Unlike states, statuses are typically updated manually by staff members to reflect where the exception is in the review and resolution process.

New: The exception has not yet been reviewed by staff. This is the default status for newly created exceptions.
In Progress: A staff member is actively working on the exception, reviewing details, and determining the appropriate resolution.
On Hold: The exception is temporarily paused, typically while waiting for additional information, accountholder contact, or external circumstances to change.
Pending Approval: The exception has been reviewed and a resolution has been recommended, but it requires approval from a supervisor or manager before final processing.
Done: The exception has been fully resolved and no further action is required. The resolution has been completed and documented.

Decisioning

The following decision options are available when resolving exception items:

No Action: Leave the exception in its current state without taking any immediate action. This decision is used when additional information is needed, when waiting for account conditions to change, or when the exception will be handled through alternative means outside the system. The exception remains in the queue and can be revisited at any time.
Retry: Attempt to process the original transaction again using the current account conditions. This decision is commonly used when the initial posting failure has been resolved – for example, when funds have been deposited to cover an NSF exception, or when account restrictions have been removed. The system will reattempt the transaction with the same parameters as the original attempt.
Manual Post: This decision puts an exception item into a Settled state without modifying the transaction within Jack Henry Exception Manager.

To update a decision, select a decision from the dropdown menu and select Update. To resolve an exception item, select your decision from the dropdown menu, and select Resolve.

Assigning an Exception Item

With Jack Henry Exception Manager, you can assign exceptions to specific team members to prevent duplicate work and ensure accountability. Staff can quickly see who is working on what, making it easy to coordinate efforts and manage workload distribution across the team.

How It Works

Exception items can be manually assigned to individual staff members using the Assigned to dropdown menu on the Details tab. Once assigned, the exception displays the assignee’s name prominently, and team members can filter to see their personal queue of assigned exceptions.

Bulk Updates

Jack Henry Exception Manager allows you to apply an action to multiple items at once with its bulk updates feature.

How It Works

You can update assignments, statuses, decisions, or resolve multiple exception items at once from the main Exceptions screen. Select the checkboxes next to the items you want to modify, then choose Reassign, Update status, Update decision, or Resolve. If you select Reassign, Update status, or Update decision, a dropdown menu will appear asking you to enter the new assignee, status, or decision. After providing the required information, save your changes to apply the updates to all selected items.

Note: When updating decisions with the bulk updates feature, there is a Force Post option shown, but this should not be used for Rapid Transfers exception items.

Internal Notes

Keep all exception-related communication in one place with internal notes. Staff can share additional context, ask questions, or provide updates directly within the exception item, eliminating the need for separate email threads or messaging channels.

How It Works

When you are viewing an exception item, select the Notes tab on the right-hand menu and enter a subject (required) and message (optional). Select Add Note to save. Once a note has been saved, anyone else who views the exception item will be able to see the note, who left it, and the timestamp of when the note was created. To edit or delete a note you created, select the ellipsis icon and choose Edit or Delete.

Check Images (SilverLake Only)

When viewing SilverLake exception items, there may be some items that allow you to view the check image. These images are pulled from 4|sight™ and can be found by selecting an exception item and clicking on the Check number, which is displayed in the right-hand Details drawer. From there, you can edit the account number or account type before submitting your decision.

Viewing Exception Details

When you open an exception item in Jack Henry Exception Manager, all relevant information is displayed in a single view, eliminating the need to navigate between multiple systems or windows.

Editable Fields

The following fields can be edited by staff when reviewing and resolving an exception:

Exception status: Update the workflow status (New, In Progress, On Hold, Pending Approval, Done)
Transaction type: Modify the transaction classification
Description: Edit transaction description or notes

Read-Only Information

The following information is displayed for reference purposes and cannot be edited by staff.

General Details

Transaction amount: The amount of the transaction is displayed along with the date of the transaction
Original account number: Destination account number
Effective date: The date when the transaction is posted
Transaction code: Code denoting why a transaction failed to post
Account type: The type of account (i.e. checking, savings, etc.) that generated the exception

Audit Information

Last edit by/Last resolved by: Provides a name and timestamp of who last edited or resolved the exception
Branch code: The branch where the exception originated (not applicable for Rapid Transfer exceptions)
Officer code: The officer code associated with the transaction (not applicable for Rapid Transfer exceptions)

Transaction Details

Exception ID: Unique identifier for the exception
Exception source: The system that generated the exception
Transaction type: Classification of the original transaction
Source tracer number: Original transaction tracking number (same as Moov Transfer ID for Rapid Transfer exceptions)
Debit/credit: Whether the transaction is a debit or credit
Check number: Check number (not applicable for Rapid Transfer exceptions). For SilverLake exceptions, you can select this field to view the check image and edit the account number or account type.
Original account number: The original account number from the source transaction

Account Details

Name on account: Accountholder name
Account number: Full account number
All exceptions: View past exceptions on the account from the same day or from the previous 365 days