Situation
Cumbersome and outdated procedures for finding and correcting consumer credit and servicing complaints were leading to high operating costs and long resolution times. The department needed a new approach that would fit better with how the bank operates now and in the future.
Team Engagement Strategy
As part of a bank-wide continuous improvement initiative, a team of six employees and two leaders was assembled and equipped with Rapid Action, a toolkit for helping small teams solve problems..
Rapid Action Project Charter
How can we streamline and improve the current credit corrections mail handling process in order to reduce operating costs and improve response times?
Sample of Solutions Implemented
- Redesigned and reduced the number of different credit letters being sent from twenty-one to eight to provide more consistent messaging and save money from third-party mailing vendors.
- Implemented a new internal reporting tool to find loan numbers when consumers don’t provide them to save on monthly external software licensing fees.
- Updated user guides with a new customer form to indicate all necessary information for consistency across business units and faster resolution.
- Streamlined the mail handling process by transferring mail imaging to the Servicing Mail HUB and establishing new email queues which reduced seven different steps in the existing process.
