The Client
Issuing Bank, Client of Third largest merchant acquirer in U.S
Challenge
- Challenge managing dispute charge-off
- Significant increase in disputes inventory leading to larger potential losses
- Customer’s existing average charge-off rate was high (at $0.14)
Solution
- Coforge SmarTrans methodology used for business analysis
- Innovative Kaizen improvements to manage the inventory and streamline the process
Execution
- Tiered dollar value-based checks created to mitigate potential high dollar losses
- Quality rigor deployed by an autonomous quality organization focused on reducing repetitive errors
Value Delivered
- Lower charge-off and operational cost
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- Charge-offs reduced from $0.14 to $0.06 per transaction
- Additional labor cost savings of 50% for some work
- Reduced risk
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- Risk of non-performance transferred to Coforge
