Customer Communication & Dispute Resolution Analytics

Northstar Financial Recovery · 19,800 Active Accounts · Student & Personal Loans

North-Star Target
≥95%
Dispute Resolution SLA
Dispute SLA Compliance
92%
-3% vs target
Hardship Completion
24%
+6% MoM
SMS Response Rate
38%
+12% vs voice
Voice Response Rate
22%
Baseline
Avg Resolution Time
18d
-4d vs 30d SLA
Post-Dispute Yield
82%
-8% vs baseline

Dispute Resolution Funnel

Channel Response Rates

Dispute Volume Trend (90 Days)

Open Disputes Past SLA (14 Cases)

Account ID Dispute Reason Days Open Balance Status
SL-48291Identity Theft47$8,420Pending Docs
PL-19342Not Mine42$3,210Validation Sent
SL-62018Amount Dispute39$12,890Under Review
PL-74931Identity Theft38$5,120Escalated
SL-33492Paid in Full36$6,740Pending Docs
SL-81203Not Mine35$4,510Validation Sent
PL-52819Identity Theft34$7,230Under Review
SL-94712Duplicate33$9,180Escalated

Dispute Reason Distribution

Hardship Enrollment vs Completion

Post-Dispute Recovery Yield vs Baseline (90 Days)