Situation

A Consumer Financial Protection Bureau Report noted several issues requiring immediate response from Card Services. Senior leaders made the decision to engage a team of employees directly involved in the process to find solutions.

Team Engagement Strategy

A team of six employees from Card Services and Compliance including two co-team leaders was assembled and equipped with Rapid Action, an “all in one” team engagement toolkit for accelerating results.

Rapid Action Project Charter

How can we streamline and improve the Card Dispute Resolution Process in order to reduce the charge-off rate on disputes, decrease processing costs, improve customer satisfaction with the process, and maintain compliance standards?

Sample of Solutions Implemented

• Trained Card Service Division employees on standard dispute resolution processes used by the bank’s third party support firm to bring hard-to-resolve, error-prone disputes in-house.
• Improved the communication process between Card Services and other business partners involved in dispute resolution (Investigative Services, Compliance, and Legal) by opening access to system reports for all parties.
• Installed a Disputes Tracking Report to highlight resolution cycle-times and number of calls required to close cases for comparison against industry standards.
• Improved adherence to standard industry policy regarding card-holder requirement to notify the bank of lost/stolen cards reducing bank liability for charges due to negligence or non-reporting.