Returned Mail Process Enhancements & Standardization

OVERVIEW:

A multi-phase, cross-functional initiative to standardize, streamline, and automate BHN's end-to-end returned mail process across all card types and fulfillment locations. Driving process documentation, billing/fee re-structures, reporting availability, and scanning automation across a highly fragmented operational landscape.

KEY PLAYERS:

  • Sr. Vice President of Global Operations

  • Vice President of Customer Service

  • Sr. Director Customer Service

  • Director Supply Chain

  • Data Analytics Team

  • Customer Service Teams

KEY OBJECTIVES:

  • Implement scalable short-term and long-term end-to-end solutions to minimize returned mail volume and reduce overall operational inefficiency

  • Standardize and document returned mail processes across all BHN business units

  • Streamline and automate the mail scanning process, moving away from fully manual scanning to barcode/QR code-based scanning tools

  • Migrate return mailing addresses for Closed Loop and Open Loop clients from Reno to Crystal Lake/BFS as the standard, reducing manual workload on the Reno team

  • Build and launch Qlik reporting for returned mail data in Hawk Marketplace so clients could self-serve their returned card data without CS involvement

  • Establish a returned mail fee/billing structure. Evaluate manual vs. automated billing options for return mail handling fees; create ROI to assess feasibility

  • Convert No-Assist merchants to Assist where possible (e.g., Amazon, TJX) to enable refund processing and reduce the volume of cards held on-site

  • Implement both internal and external address validation to reduce the volume of mail being returned in the first place

KEY OUTCOMES:

  • Return Mailing Address migration & audit, reducing manual workload on the Reno team

  • Client-facing Self-serve reporting dashboard created

  • Scanning process automated to barcode/QR code; data feeds setup to backend reporting database

  • Process documentation mapped for all card types

  • Company-wide training conducted on new process & dashboard

  • Client fee implemented for returned mail to help eliminate operational costs

  • Address validation implemented to systemically fix high volumes of mail being returned

Process Engineering