MyState Bank

MyState Bank relied heavily on manual, repetitive processes across its back office and business operations. A key pain point was the customer payment error reimbursement process, where misrouted payments required manual staff intervention that could take up to four days to resolve. The bank needed to reduce costs and errors, maintain compliance, and improve customer experience — but traditional automation options were too costly and time-prohibitive.

MyState Bank implemented UiPath RPA using Studio, Orchestrator, Robots, Automation Hub, and Task Capture. Starting with a back-office pilot automating the customer payment error process, the bank expanded to 29 automated processes across 7 business areas including financial operations, fraud and risk, lending operations, and rate appeal requests. An internal RPA team of three developers was formed, with all staff certified through UiPath Academy.

The bank automated 29 processes across 7 business areas, saving an average of 435 hours per month. The customer payment reimbursement process turnaround was reduced from up to four days to same-day. Staff engagement with automation increased significantly, with higher appetite for automation and stronger collaboration between business and technology teams.

• Starting with a high-volume, rule-based back-office process as a pilot is an effective way to prove RPA value before scaling across the enterprise.
• Building internal RPA capability through free vendor training (UiPath Academy) reduces dependency on external consultants and keeps costs low.
• A zero-tolerance security posture — treating bots with the same identity controls as human staff — is essential for compliance in financial services.