Slide 1: Problem Statement and Approach

Problem Statement:

 Fragmented refund processes across payment modes causing inefficiencies and

dissatisfaction for Home Loan customers.

 Challenges include managing failed transactions, overpayments, and refunds related to

auction transactions.

Approach:

1. Assessment & Compliance:

 Evaluate current refund processes and identify pain points and compliance gaps.

 Develop standardized refund solution aligned with government regulations and

technological advancements.

2. Design & Standardization:

 Create a unified refund journey across payment modes for Home Loan customers.

 Design user-friendly process and clear communication channels to improve

customer experience.

Slide 2: Implementation and Success Metrics

Implementation:

1. Integration & Execution:

 Integrate advanced technology solutions to handle diverse payment methods for

Home Loans.

 Implement the refined refund journey, ensuring seamless integration with existing
systems and processes.

Success Metrics:

 Reduced refund processing time and resolution turnaround time for Home Loan refunds.

 Decreased customer complaints related to Home Loan refund issues.

 Increased customer satisfaction scores for the Home Loan refund experience.

 Improved transaction success rates and compliance with government regulations for Home
Loans.

Conclusion:

 A comprehensive solution addressing the challenges of the current refund journey for Home
Loan customers.

 Focus on customer satisfaction, regulatory compliance, and operational efficiency for Home
Loans.

Need 2 slides solution as structured in problem statement