Streamlined Credit Card Operations through RPA-driven Digital Transformation 

About the Client 

A leading U.S.-based credit card servicer and marketer, the client manages millions of customer accounts and processes thousands of financial transactions daily. However, its operations were hindered by manual, repetitive processes across mission-critical functions such as bankruptcy tracking, customer follow-ups, fraud detection, return mail processing, SLA tracking, and complaint management. 

Business Challenge 

Inefficient manual operations slowed critical processes and increased compliance risk 

The client faced growing inefficiencies due to heavy manual effort across critical operations such as bankruptcy tracking, customer follow-ups, fraud detection, and return mail processing. Accessing delinquent data required time-consuming manual extraction and updates, delaying overdue account management and compliance actions. Missed follow-ups on customer claims led to escalations, while the absence of real-time fraud monitoring exposed the business to regulatory risk.  

Manual handling of scanned return mail, hardship fee reversals, and SLA tracking across multiple systems created further inconsistencies and delays. Additionally, bankruptcy exception validation and complaint entry were entirely manual, increasing error rates and stretching resolution timelines. These challenges collectively impacted productivity, compliance, and customer experience, highlighting the need for intelligent process automation. 

The Zuci Solution  

Implemented a comprehensive RPA solution using UiPath as the core automation platform 

Automated data extraction from PDF statements for real-time delinquency tracking and reporting

We used UiPath’s Document Understanding and OCR capabilities to automate the extraction of delinquent account information from system-generated PDF statements. The bots parsed data fields such as customer ID, overdue balance, and payment dates, validated them against internal systems, and updated a centralized MySQL reporting database in real time through secure API connections. This eliminated manual data entry and ensured consistent, audit-ready reports accessible through UiPath Orchestrator dashboards. As a result, the finance and collections teams gained immediate visibility into overdue account statuses, enabling faster decision-making and proactive compliance management. 

Eliminated manual lapses by automating claim retrieval, validation, and documentation  

We automated the customer claim follow-ups through UiPath attended and unattended bots that integrated with the customer protection platform via APIs. The RPA workflows retrieved claim information, cross-validated entries against the master database, and auto-generated follow-up memos stored in document repositories. Each claim’s lifecycle, from retrieval to closure, was recorded in UiPath’s orchestrated transaction logs, ensuring complete traceability. 

Enabled real-time monitoring and escalation of suspicious activities through automated fraud checks   

We implemented a rule-based fraud detection system within UiPath, configured to continuously monitor transactional data streams. The bots continuously reviewed transaction data, applying pre-set business rules to identify unusual activity. Suspicious transactions were automatically flagged, alerts were triggered for review, and fraud case records were created with relevant details. This proactive detection mechanism reduced the risk of delayed responses, enhanced compliance, and significantly improved operational control.  

Streamlined scanned mail handling with OCR-based extraction and secure account updates 

We integrated UiPath’s OCR engine with image pre-processing modules to analyze scanned mail images. Bots extracted identifiers such as account number, customer name, and correspondence type, categorized them based on defined business rules, and updated respective account statuses in the servicing system through API calls. Each transaction was logged in MySQL for audit compliance, with UiPath ensuring end-to-end encryption for secure data transfer. 

Accelerated late fee reversals for hardship cases through rule-based verification and automated posting  

We deployed UiPath bots integrated with rule-based decision modules to automate the fee reversal process. Eligible hardship cases were identified from internal reports and validated against business logic coded within the UiPath framework. The bots retrieved customer data, confirmed eligibility, and posted approved reversals directly to the account records through secure database transactions. All reversal memos and supporting details were logged automatically in MySQL for audit readiness. The automation reduced reversal turnaround time from hours to minutes while ensuring accuracy and compliance. 

Unified multiple data sources to deliver instant SLA visibility and breach alerts  

The client’s SLA tracking required merging data from multiple reports generated by different platforms, making it prone to inconsistencies and delays. We designed an automated reporting mechanism that consolidated all data sources into a unified report. The bots performed data reconciliation, validated receipt and shipment timestamps, and flagged SLA breaches instantly. This improved process visibility and helped the operations team meet their three-business-day SLA targets consistently. 

Centralized complaint capture and tracking to shorten resolution timelines 

Using RPA, we automated the retrieval of complaint data from the call handling platform, identified corresponding transcripts using customer identifiers, and compiled complete complaint records automatically. These were then uploaded into the case management system for tracking and resolution. The result was a faster, more accurate, and fully traceable complaint management process. 

Automated validation and classification of exception files for complete traceability For bankruptcy exception management, we configured UiPath bots with built-in validation logic to automatically verify exception files against the master database. Using predefined business rules, the automation classified each record as “Action Required” or “No Action Required” and annotated remarks for transparency. UiPath Orchestrator tracked every transaction in real time, while the MySQL repository served as the audit layer. This automation minimized manual review effort, improved data accuracy, and established end-to-end visibility across all exception processing workflows.