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
