Our client is a digital-only bank built at the cusp of technological advancement and banking expertise. Their web and mobile applications serve customers with premium banking services. As a bank with no physical branches, our client’s aim is to ensure their customers always have a positive digital experience through consistent and high-quality technical upgrades.
The bank’s customers utilize debit and credit cards to make payments, and card issuers then process these payments in tandem with their banking system. In the case of fraud or transactional error, debit card-related disputes are raised. While these disputes are received and processed using an enterprise application, the intensely manual process made managing the sheer volume of disputes (thousands) quite time-consuming and prone to clerical errors. Additional challenges faced include:
To resolve the above challenges, the Intelligent Automation experts at Emtec Digital leveraged Robotic Process Automation i.e. RPA to eliminate manual effort in the dispute chargeback process. The automated solution significantly reduces the number of steps required to navigate between systems and accelerates dispute resolution times - providing a better employee experience for the dispute team and improving the overall customer experience.
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