Managing 2.5x chargeback processing volumes with quality above 98%

The Client

Issuing Bank, Client of Third largest merchant acquirer in U.S

Challenge

  • Managing surge in chargeback volumes due to EMV upgrade
  • Volume – 2.5x times regular volume

Solution

  • Swift hiring, on boarding of dedicated team
  • Creative truncated training modules

Execution

  • Team ramp up 10 FTEs to 28 (in 8 weeks) to manage sudden volume growth
  • Overtime to manage additional volume

Value Delivered

  • Handled chargeback volume surge from implementation of new regulation
    • Within day 43 for representment
    • Quality levels above 98%
    • Ageing restored to 15 days
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