35 savings and enhanced customer satisfaction for a centralized commercial banking support center
35% savings and enhanced customer satisfaction for a Centralized Commercial Banking Support Center
Top 20 U.S. commercial bank
Resolution to customer request and customer confidential information like account number, loan number, transaction details, check copy, statement copy etc. shared with wrong customers leading to confidentiality breach
Solution & Execution
Recommended the implementation of ‘Moderator Queue’, of quality check process and implemented control email box.
Any communication to do with end customer was redirected to moderator Queue email box to validate the account details, attachments (all the pages) & verify that the details legitimately belong to the desired recipient