Who is Altura Credit Union?
Altura Credit Union is a member-owned, not-for- profit financial institution headquartered in Riverside County, California. With a mission to enrich lives and empower dreams, it offers a full suite of services, including checking and savings accounts, auto, home, and personal loans, credit cards, and digital banking tools.
Driven by a community-first mindset, Altura emphasizes local leadership: volunteer board members from Riverside County ensure decisions reflect member needs and regional priorities.
Aiming to advance the member experience through innovation, Altura has strategic technology partnerships that align with its culture.
Member-Fueled Partnership
Altura Credit Union faced mounting challenges with their existing dispute management infrastructure that threatened both operational efficiency and member satisfaction. The credit union’s costly legacy process relied heavily on a staffing vendor for chargeback handling, creating a system with numerous moving parts, high expenses, and limited visibility into performance metrics.
These operational inefficiencies extended beyond member-facing issues to internal processes, where the absence of automation in accounting and chargeback management, combined with limited access to real-time data, prevented the credit union from making strategic pivots when needed.
Recognizing the need for a comprehensive solution that could address these interconnected challenges, Altura Credit Union began searching for a dispute management partner that could deliver both operational excellence and an enhanced member experience.
Altura’s partnership with Quavo has transformed its dispute management operations, delivering exceptional results across every key performance metric. By implementing Quavo’s advanced dispute resolution platform, Altura has achieved remarkable improvements in financial recovery, member satisfaction, and operational efficiency. The credit union now significantly outperforms industry benchmarks while maintaining the member-first philosophy that defines its culture.
From dramatic reductions in processing times to industry-leading recovery rates, Altura’s success with Quavo demonstrates how the right technology partnership can elevate both member experience and bottom-line performance.
Automation-Powered Performance Wins
Advanced dispute management technology unlocks significant performance potential across the entire recovery process. QFD automates critical workflows while reducing errors and streamlining casework for Altura’s investigation team. The platform eliminates manual tasks such as sending compliance-required correspondence, processing accounting adjustments for credits, and completing dispute resolution forms for Mastercard chargebacks.
These operational improvements translate directly into superior financial outcomes. Altura now recaptures 84% of disputed dollars, substantially outperforming the 64% industry average. The credit union also maintains an exceptionally low loss rate of just 17%, representing a 38% improvement over leading financial institutions.
These results demonstrate how intelligent automation empowers teams to conduct more effective investigations, achieving higher success rates while significantly reducing financial losses.
Advanced Operational Efficiency
Efficiency gains deliver dual benefits: members receive faster, more precise claim resolution while employees enjoy a more engaging work experience. Consistent with Altura’s member- focused philosophy, maintaining strong culture and morale within the dispute team remains essential to success.
QFD transforms the work environment by automating redundant tasks, allowing investigators to concentrate on high-value analytical work that leverages their expertise. The platform automates 89% of Altura’s casework and autonomously resolves 34% of all disputes using advanced AI and pre-defined logic.
This strategic shift in work allocation has dramatically boosted team productivity. Each full-time employee now processes 1,603 disputes monthly, significantly outperforming the industry average of 938 at top financial institutions. These results demonstrate the powerful combination of intelligent automation and expert-driven investigations.
Measurable and Improved Member Experience
Member satisfaction drives everything Altura does, reflecting the credit union’s core mission to enrich lives and empower financial well-being. Throughout each member’s journey, countless opportunities arise for Altura to demonstrate genuine support during critical moments. Fraud and dispute claims represent one of these pivotal touchpoints.
Traditional dispute resolution often creates frustration through delayed responses and unclear processes. Altura takes a different approach. By leveraging QFD technology to automate same- day provisional credit for most claims, the credit union delivers immediate relief when members need it most. This proactive response demonstrates that member needs come first and prevents disputed balances from creating unnecessary financial stress.
The results speak for themselves. Altura has achieved an exceptional 99% member satisfaction rating for dispute resolution outcomes. This remarkable score reflects the credit union’s commitment to thorough investigations, fair decisions, and transparent communication—all essential elements that strengthen member trust and confidence.
Results
- 99% Member Satisfaction: Altura delivered near-perfect satisfaction scores by resolving disputes quickly, fairly, and transparently.
- 84% Recapture Rate: With intelligent automation and expert-driven investigations, Altura recovered significantly more disputed funds than the industry average.
- 89% Task Automation: Streamlined workflows freed up employees to focus on high-value work, boosting efficiency and morale across the team.
