Automated re-issue processing for Unclaimed Property Group
Rahul Mehta, an Operations Manager within a large retirement services organization, was responsible for overseeing one of the most sensitive processes in Trust Operations—the Unclaimed Property Group (UCPG). With participant money at stake and strict fiduciary expectations to uphold, Rahul found himself constrained by a heavily manual, shift dependent process that struggled to keep pace with rising volumes. This case describes how Rahul partnered with Infosys BPM to introduce AI enabled automation that eliminated manual intervention, delivered 100% accuracy, reduced fiduciary risk, and transformed the unclaimed check process into a real time, scalable operation.
Approach summary:
- Assessed Day 1 & Day 2 workflows to identify manual and risk prone steps
- Designed AI led automation using XtractEdge, DocAI, and RPA
- Enabled real time, queue based processing
- Embedded business rules and compliance controls into automation
- Deployed securely within a closed room client environment
- Monitored and optimized bots post go live
Key benefits:
100% accuracy across ~36K transactions annually 
Real time, 24x7 processing 
5 FTEs redeployed; ~$25K annual savings 
Reduced fiduciary exposure; stronger audit trails 
Faster reissuance; fewer escalations 
Reusable automation across other functions 
Higher resilience, cleaner data, upskilled teams 
