King: decision support for fraud escalations

In a "money in, money out" environment, first-line support often had to make a difficult judgement call. Should this case go to fraud review? Inconsistent decisions sent too much noise to specialists and slowed down resolutions. The team did not need a large platform project. They needed a clearer decision path they could trust in daily work.

I mapped the financial and behavioural logic into a repeatable yes-or-no flow, distributed as a clickable PDF. It turned scattered judgement calls into a sequence first-line support could follow, while still leaving room to escalate the cases that needed specialist review.

It was only a clickable PDF, not a system, but it became part of the standard first-line procedure, which was the point. Unnecessary escalations dropped by an estimated 40%, and the handover between first-line support and fraud review got clearer.