Written by Admin | Oct 7, 2022 6:05:27 AM
The Client
Top 20 US bank
Challenge
- Enterprise Customer Information File (ECIF) to merge multiple customer profiles from different systems and products to a single profile
- Exceptions from automated system increasing -pend rates between 15% and 16 %
Solution
- Analysis of Pend Items to identify issues
- Pend items were categorized and prioritized
- Pend reasons were identified and training/ clarification sessions conducted for the team
Execution
- Live meetings scheduled for knowledge transfer to all stakeholders
- Certification for agents before working on production systems
Value Delivered
- Reduced Pend percentage to 1.85%
- Permanent reduction in (ECIF) errors
- Cost reduction as effort to reconcile declined significantly