The Challenge:
The organisation needed to rapidly build a specialist fraud operations capability that could handle complex investigations, apply sound judgement and operate at scale. The requirement included delivering results quickly, meeting demanding contractual KPIs and transitioning to a resilient operating model without disruption to service quality.
Our Solution:
Huntswood designed and mobilised a high performing fraud operations team to deliver two core services. Dedicated specialists were deployed to investigate fraudulent claims, review supporting evidence, determine appropriate outcomes including declines or recoveries, and safeguard customers from further exposure. A second workstream focused on blocked transaction resolution, reviewing customer documentation, validating system data and escalating complex cases where required.
The team was rapidly scaled to 150 experienced fraud specialists within four months, supported by structured recruitment, training and onward coaching. Once agents reached full competence, the operating model transitioned seamlessly to a remote environment. Clear governance, quality assurance and performance management were embedded throughout, enabling fast assimilation of complex fraud processes and consistent delivery against targets.
The Results:
Within five months, Huntswood had established a fully operational 150 person fraud operations team. The client benefited from a resilient hybrid operating model, improved fraud detection and resolution capability, and consistently high accuracy and customer outcomes. The engagement strengthened operational confidence while reducing financial exposure and supporting long term scalability.
- Strong performance delivered across all contractual KPIs
- Quality assurance scores reached 92%
- Customer satisfaction increased to 92%
- 5% Average handling time reduction
- First point of contact resolution improved to 63%