1 Customer
- Top 20 US retail bank
2 Business Situation
- Faced challenges in quality control checks in the dispute resolution function for the Bankcards line of business
- Manual quality checks needed to be performed on 100% of transactions to ensure that customer disputes were accurately investigated and relevant provisional credits/ appropriate interest charges had been made as per the guidelines
3 Solutioning
- Team of 18 dedicated FTEs were aligned to review 22,000 disputed cases per month leading to higher fixed cost
- Calculations needed to be performed on each transaction by referring to multiple applications
- The entire manual QC process was not only time consuming but also led to higher number of human errors that led to financial losses
4 Execution
- The Copasys® solution
- Retrieved relevant data fields from source systems and mapped the data fields for automated upload
- Configured rules in the application as per different business scenarios to meet process testing objectives
- Validated and deployed new automated QC solution for dispute resolution process into the bank’s production environment
- Application provided automated results as ‘Pass’ or ‘Fail’ or ‘NA’ as along with the calculations
- Immediate remediation actions further taken on failed tramsactions by audit agents
5 Value Delivered
Reduction of QC review time from 2 hours to 30 seconds
- The Copasys® algorithm was used to audit 20 transactions
Improved accuracy in audits
Reduced QC cost dramatically with automation
- 18 FTE reduced to 6 FTE
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