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 deploy 20 highly experienced fraud specialists within four weeks. Our team delivered a communicative and responsive service for customers while ensuring fair and accurate decision-making.
We implemented a split-shift operation, allowing flexible customer contact strategies and maximising utilisation. This approach supported timely project completion and prevented further backlogs.
Due to the depth of knowledge within the team, several members were transferred to other areas of the bank’s financial crime department. Huntswood was subsequently re-engaged to provide additional financial crime resources across multiple workstreams.
The Results:
- 20 technical fraud specialists deployed within four weeks
- 650 case backlog cleared within SLA
- Agile operational solution delivered as standard
- Three additional workstreams supported
- Re-engaged to provide 30 financial crime experts