Financial Services

Customer Services

Fee Reversals

Problem Statement

A manual task to reverse CCA fees with an influx of volumes without warning causing problems with resourcing.

 

Process Overview

The reversal of Customer Credit Agreement (CCA) fees on an application used to debit (charge) and credit (reverse) CCA fees. The input is a system generated file from containing a list of Customers that should have their CCA fee reversed.

 

Solution

Robots to collect the system generated file and process the reversals directly. Additional Robot resource made available during busy periods.

A similar solution developed by Robiquity accurately processes 100% of cases with <5% exceptions.