Head of Resourcing OperationsLinkedIn
A leading UK consumer lender faced a significant challenge when they experienced a backlog of several thousand fraud notifications. At the same time, they were in the middle of a substantial regulatory change, which left their existing team unable to manage the surge in fraud cases. They required a specialist team to quickly address the backlog and improve their fraud management processes.
Leveraging our extensive experience in fraud management, we promptly devised a comprehensive strategy to address the client’s operational backlog and enhance their fraud management processes. Our approach involved the following steps:
Our specialist team successfully reduced the fraud notification backlog, ensuring a smooth closure of the project. This project has been one of our most successful fraud backlog projects to date. The lender had never used external support before, but our work exceeded their expectations, and we completed the project ahead of schedule.
Consequently, we were awarded a second project six months later to address a new customer cohort. The lender’s Executive Committee and the Financial Conduct Authority have been presented with the findings from our work, and the feedback from the company has been overwhelmingly positive, particularly during a challenging period for the organisation.