Financial services operations

The operations team processed every client and account request through one central queue. More than 60 request types had over 100 variations, and money movement alone represented 70–75% of the volume.

Processing took 8–13 days depending on who picked up a ticket. The escalation rules lived with two senior operators, and requests arrived through the core system, email, and chat.

What Cobalt built

Cobalt observed the team working live tickets and turned the implicit rules into written criteria that the firm's approvers signed off. An agent now reads each request, checks the required information, and selects one of four routes.

• Draft routine status and document replies for one-click approval.
• Validate routine money movement and queue it complete for approval.
• Route specialist work with a summary and source documents attached.
• Escalate compliance cases with the ticket history and applicable policy.

The result

Every ticket is triaged on arrival with its reasoning logged. First touch moved from a queue measured in days to minutes, while specialist and compliance decisions remain with the people responsible for them.

Start with one workflow

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