Built a cross-team automated system that cut the average time to unblock a customer account from 5 days to 1.
Problem
Customers flagged as high-risk had all account activity automatically blocked as a protective measure, but retained the right to request a release once they met specific criteria
The release process ran entirely through manual coordination across four parties: the customer contacted Customer Care, Customer Care emailed Credit Risk, Credit Risk manually confirmed the release criteria, and the confirmation was relayed back to Customer Care before the block could be lifted
This manual chain, dependent on email and follow-up at every step, pushed the average time to resolve a release request to 5 days — a long wait for customers who had already met the requirements to be unblocked
Approach
Coordinated with the Customer Care and IT teams to redesign the intake process, so release requests were entered directly into a shared SQL table instead of being routed through email
Built an automated system that checks every pending request each day against the current release criteria, replacing manual, case-by-case review by Credit Risk
Set up the process so any request meeting the criteria is released the same day it's checked, removing the multi-day back-and-forth between teams
Tools
SQL
Result
Average SLA for block release requests dropped from 5 days to 1 day, a direct improvement for customers who had already met the release criteria
The Customer Care, Credit Risk, and IT teams now work off a shared, automatically-updated data source instead of manual email threads, reducing coordination overhead
OJK findings related to customer complaint handling in this area were eliminated, since the faster, more consistent process removed the delays that had previously drawn scrutiny