Compliance gets a fresh start

The client knew the Servicemembers Civil Relief Act (SCRA) wasn't just another regulation – it represented a promise to those serving in uniform. But its legacy process wasn't cutting it. DoD checks and rate adjustments crawled through spreadsheets, and teams scrambled to stay ahead of the rules, risking errors that could cost both money and reputation. High operational effort stemmed from nearly 1.5 million records being processed monthly with manual interventions. Gaps in tracking and auditability left leadership feeling exposed, especially when it came time to prove compliance.

Leadership wanted to do better for military borrowers and regulators alike. That meant moving past manual solutions and embracing something purpose-built for SCRA, with a focus on high accuracy and reliability. When it became clear the client needed a smart partnership and sharper technology, it called us in.

Working together, we implemented Genpact AML Analyst, which treated SCRA compliance as the critical mission it is. Genpact AML Analyst, powered by AWS Bedrock, brought together specialized AI agents to manage DoD status verification, automate interest rate recalculations, and update accounts in near real time. The days of batch files and manual cross-checks were over.

Now, every verification triggers the right downstream actions – cutting down lag and missed steps. Audit trails? Crystal clear. Controls? Built right in. With automated processes, every department stays in sync, and servicemembers receive the protections promised, with benefits delivered quickly and accurately.

The improvements were immediate. What once took days now happens in hours, reducing end-to-end SCRA case processing time by approximately 75%. Eligibility checks rolled out across millions of records with up to 99.8% accuracy. Plus, the company reduced operational expenses by nearly 40% through intelligent automation of mundane manual tasks. Compliance audits saw comprehensive, relevant trails with centrally located evidence, making them less tedious and time-consuming. Most importantly, this helped ensure servicemembers got the relief they were owed in a timely and accurate manner.

Analysts now spend less time on manual corrections and more time supporting customers and raising the bar. This is more than automation – it is a bold step toward honoring every commitment to servicemembers. Compliance didn't just keep up; it now leads the charge.