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