Propuesta de mejora para la célula de atención inmediata tarjeta de crédito y libranza del Banco de Occidente.

Abstract

The following degree work was carried out in the financial institution Banco de Occidente, in the claims management unit in the city of Bogotá, a unit located in the Banco de Occidente International Center office. The claims management area serves an average of 35,000 requests, these claims are analyzed and resolved in the claims management unit, which has 120 assistants for the management of the filings, in turn the unit, is composed of different work tables that focus on solving the inconveniences of the client depending on the product. The development of this work was focused on studying the performance of the work desk "immediate support for credit cards and payroll", this table handles three specific processes identified as: exoneration of handling fees for credit cards, not receipt of extracts and transfers of payment on credit cards.

The work done for the cell "immediate support for credit cards and payroll", consisted in evaluating the quality in the performance of the work cell for the first semester of the year 2018, this evaluation was done with the purpose of finding the root cause that generates the reprocesses and in some cases the increase of the claims by the external customers of the bank. Once the causes have been analyzed, an improvement proposal was designed to allow the work table "opportunities for improvement that allow minimize the number of reprocesses and in itself the claims by the bank's clients.