Over 80% reduction in chargeback case aging for issuing bank, client of a leading chargeback management company

The Client

Issuing Bank, Client of A Leading U.S. Charge back Management Company

Challenge

• Backlog of charge back cases to be cleared
• Running at 31 days average aging with an inventory of 9,000, against normal aging of 18 days and inventory of 3,000 cases
• Higher aging of cases meant extended turn around time

Solution

• Processing team split into two groups
• 2 pronged approaches to attack the backlog of both “within Turn Time” and “outside Turn Time” cases
  
  

Execution

• Cross-training  to manage volume fluctuations
• Robust quality control and feedback mechanism to reduce errors
  
  

Value Delivered

• Case aging reduced dramatically within a month
  • 31 days to less than 5 days
• Cleared all backlog in 60 days Long-term process improvements
  • Enhanced service levels could be extended to their other customers