The challenge
The client used the VISA merchant network for issuing their debit/credit cards and their end customers regularly reported financial discrepancies on their cards and checks.
The client had a dedicated team of 3FTEs who manually marked and notified these discrepancies to concerned authorities for dispute resolution. They had to immediately credit any dispute that amounted to $ 25 or less as the investigation was expensive due to time constraint. The client realized the lapse of time and scope of error in the manual process and wanted to automate the dispute handling mechanism. They wanted to increase accuracy, reduce non-compliance penalties and free up FTEs for more critical banking services.
