SI Rules Overview – 12th June
Ongoing Initiatives – Singapore and Hong Kong
Decision SMSCurrently decision SMS is triggered in Hong Kong and India. However for SGD, no SMS is triggered when application is approved. This change would result in reduction of IB calls and improve customer satisfaction.Verbiage: “Card approval notification Welcome to American Express. We’re pleased to inform you that your new Card has been approved and will arrive in the post within the next 5 to 10 business days”.Current Status: Risk, Marketing, Sales and Business are alignedTentative Implementation date : Request to be submitted by business (June)
Missing info Logic We-need-code “GN" and “AA” – SGD - Application with missing Gender assigns we-need-code "GN" and “AA” for alternative address. These application pends in worklist 201. From standardization standpoint these applications should not pend. “AA” “878” applications and 10 for “GN “ we need code in Q1, 2014.Change: Moving these we-need-codes assignment post bureau.Benefit: Reduced cycle time as application will not pend pre-bureau and process till post bureau. Contact strategy is in place at this phase which would help obtaining these details sooner.Tentative Implementation date : Request is being worked upon (June)
Address verification for AOS/SOB through Basic applicant - SGD
We are proposing to do address verification for AOS/SOB applicants through basic application. Change already exists in HKD and we have proposed to have the same in Singapore. In Hongkong, this change as resulted into $2.5K
Benefit: Supp applications will not pend for no address/incomplete address.
Tentative implementation date: Would align with business to open request
CQ Cancellation
CQ cancellation is a manual cancellation and it happens based on customer requests. As on today we are sending out communication letters to applicants. We propose no letter needs to be sent on this occasion since applicants are aware of this cancellation.
Benefit: Save on letter cost. CQ cancellation@ Singapore 2013 > 1341CQ cancellation@ Hongkong 2013 > 1781
Tentative implementation date: Alignment ongoing with business
C4 Cancellation•This cancelation contributed to 33% of Inbound calls on call status update
•Aligning on top 10/12 reasons under C4 cancellation with Ops and Sales
•Resource aligned from product team to create letter templates•Rules team can create new We Need codes and trigger letter post cancellation
•Forecasted annual saves of $ 52,569•Expected implementation date - July
•Currently have 3 days SLA with 5 agencies to complete verification process
•Proposal – PCNs to route to another worklist on day 4•Have governance if agencies TAT is busted•Potential benefits – Improvement in processing time, act as audit and control point and potential cost saves for the organization
•Business is aligned and the request will be submitted soon•Expected implementation date - June
•Letter mapped with Payback CA cancellation code. The cancellation will happen on 45th day & only for cases with WL status as 202
•Also created 6 Letter codes for aged cancellation for Plat travel, Jet, Plat Standard, Plat reserve, Charge standard & GRCC Gold
•This contributes to 5% of call volume•These letters would ensure all inbound calls triggered due to high aged PCNs are reduced/eliminated
•Process excellence team confirmed annual saves of $7,965
•Earlier no letter was generated on CU cases when app came with RG & STD product & sub product combination
•We identified this gap. Letter was created and triggered through GNA Rules. Project was implemented on 7th April
•Benefits- Improved Customer Satisfaction and Reduction in Inbound calls
Improvement @ India Market
215 Verification
Letter for CA cancellation Dup Cancellation Letter
Work stream : Contact Strategy
New To Credit
IC Team Credit Info Agency
7-10 days 1-3 days + 3-7 days 7-8 days + 2-3 days 2 days 2-3 days 7-10 days
IC Team Media Team
7-10 days
Day 1 Day 15 Day 26 Day 28 Day 30 Day 38 Day 45
Executive Referral Team
** The cycle times are estimated basis GNA - MIS and Knowledge of NTC - SMEs/CCPs
Letter sent to Customer along with 4506-T form.
Customer fills and submits the form.
ICT reviews 4506-T form for completeness and submits to CBH for transcripts.
If not OK submits corrected form to DATAMARK for reprocessing or asks Customer to send new form
Equifax Reviews cases and sends back Transcripts.
If no response from Equifax, then approaches Veritax.
ICT verifies Income criteria, basis which Approves/ Declines case.
If WN codes on case, routes case to Media.
Media team receives routed application and resolves cases.
If not resolved letter sent to Customer
Final Communication sent to Customer w.r.t. final decision on Application
ERT reviews cases received from ICT and Media team.
Approves / Declines the case basis review.
Contact Strategy – AS IS
Redefine Contact Strategy - All V7/V8 cancelled applications to be routed to a dialer(predictive) enabled work list
Customized information - Contacted BCM could be informed about pending information on the application
Educate CCPs on NTC - Empower and Cross-skill Media/IC teams to drive effective goal
Customer Experience - Reduced cycle time with regular communication through channel of choice
Improved process efficiency - Lesser hand-offs; consolidation of existing specialized skill with regular skill gate
Email + Letter Letter Transcripts sent Transcripts received Letter
Key Opportunities
Current Process : Current contact strategy and time taken for correspondence
Work list B Work list C
Work list XXX (To be defined) Work list ME2
IC Team
Day 1 Day 02 Day 03 Day 15
• E-mail/letter and 4506-T form sent to Customer through rules (AS IS)
• 1st attempt made to contact the card member. If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process
• App routed to next attempt work list by CCP in case of no contact and CCP would document OC entry and move to next case
• 02nd attempt made to contact the card member.
• If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process
• App routed to next attempt work list by CCP in case of no contact and CCP would document OC entry and move to next case
• 03rd attempt made to contact the card member.
• If contact established , CCP would inform the process and would do AF post which app would follow current day 1 process
• If no contact made after 03 attempts CCP would document OC entry and AF the application which is current day 1 process
ICT reviews 4506-T form for completeness and submits to CBH for transcripts.
If not OK submits corrected form to DATAMARK for reprocessing or asks Customer to send new form
Contact Strategy : Proposed
Customized information - Contacted BCM would be informed about pending information on the application
Communication - Letter would be sent on day 1 to those applicants who don’t have email address
Redefined Contact Strategy - BCM would be assisted with Filling of 4506 – T form over the call
Reduction in cycle time - Card member could fill the form over the call and send it across
Customer Experience - Reduced cycle time with regular communication through channel of choice
Improved process efficiency - Lesser hand-offs; consolidation of existing specialized skill with regular skill gate
Email + call Attempt 02 Attempt 03Manual letter sent
Key Benefits :
Work list A
Application canceled V7 by Rules and routed to 900 worklist. Once canceled below strategy to be followed
Work list XXX (To be defined) Work list XXX (To be defined)
+
Project Plan
ICS
•Dialer Enablement – NASP Engagement request opened
•Use Click/Pick List for pilot – Time and Motion study to be conducted
•Capacity Planning – Ongoing
•PFP/Goals – To be aligned in partnership with Operations
•Predictive Testing – Would require segmentation, CCPs details and Compliance approval
Ops
•Pilot – Clarity on pilot location (AESCI or SLC) to have robust strategy
•Segmentation for pilot – Costco product (Highest volume in February and March)
•Required skill set – Identification of CCPs basis skill set
•Training Needs – Training of identified CCPs
•ECCO Updation – Ensuring timely completion of ECCO Projects
•TALX – Aligning on use of TALX to verify income details
•Working Days – Alignment on 5 days a week or 6 days a week
GNA MI
•Design Report/BI Reports required for pilot – To be aligned with Tuhin
•MIS Reporting – Introducing new reports
Rules
•Worklists – New worklists to be created for 1st, 2nd and 3rd attempt. Names to be provided by Ops
•Communication - Letter/Email to be triggered through rules
•Routing – Routing of PCNs to dialer enabled worklist for 1st attempt
•Other rule changes based on requirement
New to Credit Outline
Nov'13 Dec'13 Jan'14 Feb'14 Mar'14
BLUE RETAIL REWARDS GOLD AIRLINE REWARDS GREEN EVERYDAY PLATINUM HOTEL REWARDS AUTOMOBILE REWARDS BROKERAGE REWARDS OPTIMA CENTURION
Total 60 62 57 62 60Volume
60%20%
9%
6%5%
Intract SV Take One New Member Inbound TM Direct Mail
By Product - Volumes received in New to Credit (in 000s)
Channel split in New to Credit
53%
14%
27%
<1 Year 1-1.5 Years >1.5 Years
CBR tenure in New to Credit
Nov'13 Dec'13 Jan'14 Feb'14 Mar'14 Apr'14
17% 19% 19% 20% 20% 21%
50% 49% 46% 49% 51% 50%
33% 32% 35% 31% 29% 29%
Cancelled Approved Declined
New to Credit - Decision Summary
Top 5 Products
35
30
13
7 7 7
RETAIL RWDS BLUE AIRLINE RWDS GOLDGREEN Others
Top 5 Approvals (in 000s)