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 transactions 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