Financial services
Credit repair firm processes disputes without a back office
National credit repair company, 40,000 active client files
82%of dispute cycles completed without manual handling
3xfiles per specialist
<24hfrom report receipt to first dispute sent
0missed statutory deadlines since go-live
Dispute letters, bureau responses and client updates handled end to end by document intelligence and agents, with staff reviewing exceptions only.
The operation before
Every client file required a person to read bureau reports, decide which items to dispute, draft letters, track 30-day response windows and update the client. Growth meant hiring, and quality varied by agent.
What we built
- Bureau reports and creditor responses captured and classified automatically
- Dispute strategy rules encoded with compliance review
- Letters generated, sent and tracked against statutory deadlines
- Client portal and messaging updated by agents, with escalation for unusual cases
What now runs without people
Report intake and item classification
Dispute letter generation and mailing
Deadline tracking and follow-ups
Client status communication
“We stopped hiring for volume. The team now reviews the 15 percent of files that actually need judgment.”
Results as measured by the client after cutover. Identifying details withheld under confidentiality agreement.
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