In today’s digital-first banking environment, trust is everything. While flashy apps and low fees may attract new customers, it’s how a financial institution handles critical moments, like fraud and card disputes, that truly earns long-term loyalty. For many banks and credit unions, those moments of vulnerability are being mitigated by Quavo’s solution.
When an accountholder sees a suspicious or unfamiliar charge on their debit or credit card, their trust in the institution is immediately tested. This is the moment when financial institutions can either lose confidence or build stronger relationships than ever before. We like to call this the “moment that matters”. While it may not seem like it for the FI, these nuances can have a significant impact on cardholder retention.
Eliminating Friction with Automation
Quavo’s automated dispute management solution, QFD®, removes the manual burden from dispute processes, enabling institutions to provide real-time support and faster resolutions. By leveraging AI and robotic process automation, QFD evaluates disputes, determines liability, and issues provisional credits, often within minutes. In fact, QFD clients are, on average, eliminating 80% of manual work. This speed doesn’t just meet regulatory timelines; it exceeds customer expectations.
For account holders, that means their money is protected and returned quickly (roughly 12 days across our client community), without the delays and confusion of traditional dispute handling. The result? Increased peace of mind and stronger confidence in their financial institution.
Transparent Communication, Seamless Experience
Clarity and communication are critical when dealing with card fraud or billing errors. Quavo’s solutions ensure accountholders are kept informed through every step of the process. From intuitive case initiation to real-time status updates, QFD helps institutions provide a dispute experience that’s easy to understand and navigate, whether through a mobile app, call center, or digital banking platform.
By simplifying the complexity of dispute management, Quavo empowers financial institutions to be transparent, proactive, and customer-centric, key drivers of trust and satisfaction.
Empathy at Scale
Disputes are more than just a line item; they’re often deeply personal experiences. Quavo helps institutions scale empathy by automating repetitive back-office tasks, allowing support teams to focus on what matters: listening to customers and providing reassurance. With intelligent workflows and built-in compliance, agents can deliver a human experience backed by powerful technology.
And with Quavo’s Dispute Resolution Experts available as a managed service, institutions can access trained specialists to manage and resolve cases with consistency, accuracy, and care, further strengthening trust and operational efficiency.
A Strategic Advantage in Customer Retention
Trust is no longer a soft metric; it’s a measurable advantage in a competitive market. By adopting Quavo’s dispute and fraud solutions, financial institutions reduce resolution time, ensure regulatory compliance, and provide a seamless experience that customers remember for the right reasons. For example, Quavo’s clients are recapturing between 78% and 95% of every dollar of fraud hitting their back office. A real win for the customer and FI, when pitted against the industry average of just 62%.
In moments of uncertainty, Quavo gives FIs the tools to show up as trustworthy partners. And when that happens, disputes no longer damage relationships; they become opportunities to deepen them.
