The Client
Top 20 U.S. commercial bank
Challenge
- 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
Value Delivered
- Reduce errors
- Eliminate customer confidentiality breach
