Deposit fraud items worth $500m detected in 5 months for a bank

The Client

U.S. Top 20 Retail/ Commercial Bank

Challenge

  • Many high value fraudulent checks hitting the accounts every day
  • Bank’s customers required all their items updated at the start of the business day
  • Unable to meet turn times and deadlines due to frequent volume fluctuations


Solution

  • Mismatch between truncated checks and items presented were transferred to a digital “interrogation” queue
  • Account Reconciliation specialists researched suspected items and decided whether to pay or reject


Execution

  • Dedicated team to perform reconciliation in Payee Positive Pay, Positive Pay and Stops; cross-trained others
    to manage volume spikes
  • Created early morning shift with 3 hours turn time to meet start of the day deadline


Value Delivered

  • Significant saving and increased customer satisfaction
    • $500 Million worth of items suspected in 5 months .
    • Improved customer satisfaction by Processing 100% volumes by start of the day

 

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