BB&T is a large US Retail Banking Group who runs the Automation initiative at an Enterprise Scale via an Automation CoE

In a Money Chargeback process, a ‘chargeback’ is performed on transactions less than $25 to resolve customer complaints for a fraudulent charge on their debit card. Given the huge number of requests and resource constraints, deploying bots to work on this process will provide leverage to The customer. By adding the Low Dollar Chargeback claims, $100,000 in losses will be recovered.

Process Details
Process Inputs Account numbers/card numbers that have disputed transactions (taken from Pega)
Process Outputs Raising a chargeback in VROL and recording the same in Pega
Average Number of Transactions per Day ~1000 (combination of Chargebacks & Fraud Reporting)
Applicatons/ Tools Used
Pega Used to identify accounts/cards with disputed transactions and to record chargeback actions taken
VROL Used to verify the disputed transactions and initiate chargeback
Business Case
Number of Systems/Tools 2
Average Number of Transactions per Day ~1000 (combination of Chargebacks & Fraud Reporting)
Frequency of Execution Daily
Number of FTEs 0 (Low $) / 15 (non Low $)
Time Spent on Process 8 hours per day
Estimated Savings $1 M- $1.2M