Case Study

A Large National Consumer Finance Company Implements Automation in its Post Charge Off Process to Improve Scalability, Efficiency and Compliance.

Challenge:

A large national consumer finance company with US operations in 43 states manually received and processed trustee payments for customers in bankruptcy.  The company received over 8,000 payments each month from roughly 200 bankruptcy trustees while only meeting its payment posting SLA 54% of the time. This was before a significant acquisition that doubled the work load.  Each trustee sent one “bundled” check for all paying customers with only the check stub detailing the payment amount for each customer.  These notifications contained little and varied customer information and required an agent to access multiple systems to identify the customer and account related to each payment.

All the steps in the trustee payment process from inventorying the payment receipts to mapping the “bundled” payments to each customer and account to posting the payments to customer accounts or transferring payments to third parties required manual intervention.  The “brute force” approach complicated a process that was riddled with complexity in terms of conditional processing and was highly prone to manual error based on the repetitive nature of the work.

The impetus to improve this process was three-fold:

  1. The real risk of compliance issues arising from human error
  2. Improve the reliability of the process
  3. Create a scalable and efficient process to handle the expected significant increase in volumes resulting post acquisition

Solution:

The DecisivEdge team brought business domain expertise and technical capabilities to design a customized and integrated solution.  The team started by assessing the current business process to better understand and document both third party and internal systems that were utilized by agents as well as integration needs and capabilities.  The team met with and assessed third party data aggregators of bankruptcy information to determine the feasibility of use.

The custom solution receives bankruptcy trustee payment information from a third party aggregator, either “remembers” the account from prior month processing, or matches it automatically to account information, and goes through a series of logic to determine the appropriate processing path. Once a claim is matched to an account, an internal account key is “written” back to the third party system to simplify the process the following month. Payments traverse a work flow consisting of queues based on intelligent routing rules that allows them to flow through the process with or without manual intervention.  Payments requiring manual intervention are routed to appropriate queues to be worked by agents.  Sold loans are automatically identified and “pass-through” check information is detailed in a sold loan check stub.  When a trustee payment check has passed all queues and validation, a payment posting record is created and sent to the company’s core payment processing system.  Each action taken on a payment throughout the process is completely recorded for audit purposes and the solution provides a complete reconciliation for each trustee payment check.

Results:

This solution eliminated a “that’s the way we’ve always done it” process to create significant efficiency and improved compliance.  It is just one example of how DecisivEdge brings a unique combination of business knowledge and technology capabilities to drive operational efficiency and compliance.