Bank of America Card Services located in Norfolk, Virginia,
provides the customer service aspect to handling customer
credit card transaction dispute claims. For each item on a
customer's statement that is placed into dispute, an electronic
case of document images is kept for all correspondence between
the bank associate, the customer and the merchant involved
with the claim. Documents consist of emails, mailed in letters,
system generated letters, card holder statements, images from
VISA and MasterCard, incoming and outgoing faxes.
Bank America has a large portfolio of credit card customers.
It handles a high volumes of transaction disputes daily that
require regulatory documents and supporting information. Examples
include dispute letters, exhibit E, credit card drafts and
response from customer forms.
Regulations require the documentation to be kept for 7 years
after a dispute has been closed. It can take six months to
a year to resolve a dispute from the time it is opened until
it is closed. Managing this paper-intensive environment is
a mission-critical activity. Streamlining related business
processes has increased productivity, accelerate dispute processing
and enhance customer satisfaction.
Why Document management?
Scanning and indexing these documents for electronic retrieval
and workflow offered a more efficient solution than pushing
paper from desk to desk. With such a high volume of disputes
and the related documentation, there would be no way to store
and effectively retrieve the documents. The bank would run
out of physical storage space for paper files.
Several Bell & Howell scanning workstations, employing
Kofax Ascent Capture software, capture the incoming paper
documents. Software brings in electronic drafts from Visa
and Mastercard. Incoming faxes are captured and converted
to document images. System generated letters created by merging
data from the database are captured and turned into documents.
All these electronic documents are attached to the case.
Client personnel could then scan, index, and release documents
using a Kofax software application, Ascent Capture. IBM's
iSeries Content Manager application is the software back end
for archival, retrieval and workflow. Statement retrieval
uses IBM's iSeries On Demand software. Using Client Access,
Content manager and Facsimile/400 has allowed associates
to receive incoming faxes at their desktop as well as sending
outbound faxes of screen shots of many data applications.
For letters that were generated on preprinted letterhead,
these were replaced by using a letterhead overlay that allows
the letters to be printed on plain paper with the bank logo
applied at printing time. This has saved money on preprinted
How Has it Worked?
Document imaging solution was a huge success. New applications
and enhancements are continually being added to the system.