Case Study: Woodforest National Bank achieves scalable operational excellence and streamlined dispute handling with ACI Worldwide’s Automated Dispute Manager

How ACI Automated Dispute Manager is helping Woodforest continue to grow

Woodforest National Bank, a rapidly growing retail bank with 750+ branches across 17 states, faced rising volumes of payment exception items that outstripped the capabilities of its proprietary back‑office system. The legacy tools lacked imaging, direct interfaces to industry systems like VROL and MCOM, and forced operators into time‑consuming “swivel chair” work—Woodforest projected it might need to hire as many as seven new exception‑handling staff per year if nothing changed. To address this, the bank implemented Lean Industries’ AdjustmentHub solution, now available from ACI Worldwide as ACI Automated Dispute Manager.

ACI Worldwide’s Automated Dispute Manager delivered out‑of‑the‑box dispute workflow, imaging and third‑party integrations, and ongoing enhancements such as single sign‑on to reduce manual switching between systems. In production for over three years, the solution met Woodforest’s goals for quality, productivity and efficiency: the bank avoided the planned increase in its labor pool, operators became more productive, previously written‑off items could be worked automatically, and the “swivel chair” burden was substantially reduced—helping Woodforest sustain rapid branch growth without sacrificing customer service.

Woodforest National Bank

Andrew M. Paur

Executive Vice President & Corporate Operations Officer