May 14, 2020
The Challenge: The client needed rapid onboarding of experienced specialists to manage increased FNOL volumes while improving productivity and maintaining high quality standards. The operation had to deliver against strict performance benchmarks and contractual targets. The Solution: Huntswood onboarded 69 specialists with demonstrable FNOL experience, deploying the majority within four
The Challenge: The client faced high complaint volumes, inefficient hand-off processes between departments, and quality issues that were impacting customer outcomes and regulatory compliance. They required a skilled team and process improvements to address these challenges quickly. The Solution: Huntswood designed and managed a ringfenced operational solution, deploying 24 complaints
The Challenge: The acquisition resulted in a large spike in complaint volumes, creating a backlog that was impacting BAU complaints teams and customer experience. The client set a 12-week timeframe for clearing the backlog and required high-quality delivery throughout. The Solution: Huntswood deployed a team of complaints experts and operational
The Challenge: The client needed to resolve a backlog of 650 fraud cases within a seven-week SLA. This required sourcing and deploying technical resources with deep financial crime knowledge and strong customer communication skills at speed. The Solution: Huntswood leveraged its market access and recruitment expertise to source, vet, and