Among its diverse offerings in Commercial Banking, the Bank offered check processing services including Adjustments, Returns and Exception processing. However, the check processing business has many peaks and troughs in volumes, and one challenge the bank regularly faced was a backlog in processing. Staffing up to handle these peak volumes was not cost-effective.

SLK Global stepped up and offered to help address the challenge. At the time that SLK Global took up the task, the backlog was running at nearly 15,000 items.

In addition, some automatic efficiency-enhancing tools were created which automatically merged outgoing mail files after processing so that correspondence could be sent out to the customers efficiently and with lesser manual intervention.

This combination of automation, increased throughput, additional resources and extra hours on the process helped not only remove the backlog, but also start meeting the required turnaround times and prevent the backlog from building up.

Key operational highlights

	Created over 9 different “queues” (types of processes within check processing) to handle the different types of requests
	Handled 100% of the bank’s check processing volume in less than 3 months
	Cross training among agents to handle volume variations over the weekdays, and also managing the volumes within the multiple queues
	SLK Global manages seasonal variations in check processing, which can be quite large
	Processes running redundant at two of SLK Global’s delivery centers