The Challenge:

Our client, a leading retail bank, found themselves grappling with a daunting backlog of complex fraud cases. The successful resolution of this backlog was essential not only for delivering positive customer outcomes but also for mitigating significant risks to the bank. These fraud cases were complex, requiring the nuanced expertise of highly experienced fraud specialists who possessed both deep financial crime knowledge and exceptional customer communication skills.

Recognizing the urgency of the situation, the bank understood that merely increasing manpower wouldn’t suffice. They needed experts who could swiftly and effectively untangle the cases while maintaining clear, empathetic communication with customers. The challenge lay in not only identifying these specialized professionals but also deploying them rapidly to address the backlog.

The Solution:

The ResultsCX team promptly swung into action, leveraging our unrivaled access to high-caliber resources to source, vet, and deploy individuals with the right blend of financial crime knowledge and customer communication skills. The 20-member team efficiently cleared the client’s case backlog, providing communicative and responsive service for customers.

Our approach ensured fair and accurate case decisions, vital for meeting our client’s seven-week SLA and preventing further backlogs. By running a ‘split shift’ operation, we implemented a flexible customer contact strategy, allowing our experts to effectively manage their investigative work alongside their customer contact schedule. This maximized our utilization and supported the timely completion of the project.