The Client
Issuing Bank Client of a Leading Card Payment Processing Company
Challenge
- Needed to reduce backlog in Deal Boarding (Research & Re-key) due to a surge in business volume
- Set aggressive target turn time of 7 days: 5 for Research & 2 for Rekey.
- Accuracy set at 98%
Solution
- Hired and trained resources quickly for Research
- Moved trained resources to the more complex Rekey process
Execution
Used an exhaustive progressive checklist which was used for every single caseCross training of other existing maintenance teams to manage additional volumes
Value Delivered
- Reduced turn time significantly
- Achieved average turn time of 3 days against 7 days target
- Backlog of 3 times monthly volume cleared in 1 month
- Reduced error rates
- 1. 88% error reduction achieved in 5 months
