Recent technology trends have reshaped the financial services industry into a digital business where very short turnaround times are required. Our client, a leading financial services company, contacted NIIT Technologies to ensure speedier and more effective processing of electronic fund transfers. We automated the process and created a fast, accurate, cost-effective, and round-the-clock virtual workforce for handling the entire process, leading to operational excellence.
The client is a financial services company whose successful member companies offer a diverse portfolio of financial and retirement products, including life insurance, annuities, variable annuities, and securities.
The client was manually handling the electronic funds transfer process that includes changing the bank information or scheduled payment date/amount for life insurance premium payments as per the customers’ requests. These requests are received either on a form or over the phone. There are four admin systems where information needs to be updated: SWAP, LifeComm, Life70, and Cyberlife. Three different sub-processes include Bank-CC, Mode Change, and Credit Card. Manually handling the process made the procedure slow and prone to human errors.
The existing setup posed the following challenges:
NIIT Technologies followed iterative development model to tailor an automated process for handling all electronic funds transfer requests. We also built an internal Robotic Process Automation (RPA) Center of Excellence (CoE) for the client to facilitate embedding RPA deeply and effectively into the organization. This also enables redistributing accumulated knowledge and resources across future deployments.
The bot checks the policy number for each request basis which it selects the appropriate procedure. Acting as a bridge between legacy and modern systems and making relevant updations, it also keeps client’s new bank details updated as per request in the Policy
Administration System. After the information is updated, the transaction is routed for quality review from the processing queue. The automated process works as follows:
Our dedicated domain expertise coupled with RPA delivery framework and Center of Excellence approach helped deliver compelling business benefits including operational excellence and cost savings.