Context
The institution faced a large backlog of legacy customer files. Analysts worked with different practices, evidence standards were not aligned, and the remediation timeline was at risk. Regulators expected clear progress, yet the teams lacked a shared method.
Approach
- Created one clear remediation checklist that guided every review.
- Defined quality gates at key points so issues were found early, not at the end.
- Introduced templates for notes and documentation so files were ready for audit.
- Clarified escalation paths for complex or high risk profiles.
- Supported analysts with quick guides and informal coaching.
Outcome
Within a short period the team moved from inconsistent individual effort to a consistent framework. Work flowed more smoothly, audit questions reduced, and leadership had clearer sight of progress.
- More than fifteen thousand accounts remediated with complete evidence.
- Thirty percent fewer documentation errors across reviewed files.
- Noticeable improvement in speed and confidence from the analysts.