SCENARIO:
Huntswood was engaged by a leading retail bank to clear a backlog of complex fraud cases. The complexity of cases meant obtaining highly experienced fraud specialists was vital to delivering good customer outcomes and preventing future issues.
Huntswood’s prompt response and unrivalled access to the resource market allowed us to source, vet and deploy individuals with the right blend of financial crime knowledge and customer communication skills within 4 weeks.
High calibre resource cleared the 650 case backlog efficiently, providing a communicative and responsive service for customers. Our approach ensured decisioning of cases was fair and accurate; which was vital to meeting our client’s 7-week SLA and preventing further backlogs forming.
We ran a ‘split shift’ operation, allowing for a flexible customer contact strategy. Our experts effectively managed their investigation work around their customer contact schedule. This maximised our utilisation and further supported timely project completion.
Members of our team were subsequently transferred to other areas within the bank’s financial crime department, which was testament to the depth of knowledge inherent within the team.
The wide-ranging expertise of our financial crime resource further demonstrated our quality to a client we have worked with for over 12 years, and we were subsequently engaged to supply additional financial crime resource to various areas of the business.
