Introduction:
To better reflect its premium brand, an award-winning UK retail and commercial bank was in need of a trusted business process services (BPS) provider to deliver first class support to its retail banking customers. An increase in service capacity was also required to allow the bank to scale up its operations. Meanwhile, an improvement in consistency of service was identified as a top priority.
The scope of the service included: lending and savings un-complex voice work and mobile messaging ; Back-office and mobile messaging ; Complaints remediation ; Individual savings account (ISA) support ; Collections support and loan management.
Challenges:
- In order to scale effectively, the bank needed to bolster its service capacity significantly – without negatively impacting its premium service
- Abandonment rate was identified as an area in need of addressing
How we made it happen:
Rapid deployment built on solid foundations
We started small with an initial set up of ten full-time equivalents (FTE) in Pontypridd supporting lending and savings un-complex voice work and mobile messaging. The project then underwent rapid growth with an increase to 25 FTEs in three months – this was based on productivity and performance. The scope of the project was also expanded to include ISA support and complaints remediation.
Flexible operating model
A supportive blended model in terms of onshore/offshore was adopted to support delivery and capability. This was complimented by robust governance and rigor in the client landscape.
A trusted partner driving flexible growth
We were able to achieve successful delivery and closure of a regulated timeshare remediation project, incorporating: FRL issuance & outcome, letter of claim, customer’s testimony, supplier’s sales notes, investigation/first/second level review, witness testimony, Financial Ombudsman Service (FOS) referral, redress calculations.