Who is Altura Credit Union?
Altura Credit Union is a member-owned, not-for- profit financial institution headquartered in Riverside County, California, offering a full range of banking services, including deposits, loans, credit cards, and digital 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.
A Partnership That Drives Results
Altura Credit Union faced growing challenges with a legacy dispute management process that relied heavily on a
third-party vendor, resulting in high costs, limited visibility, and operational complexity. Manual work flows, lack of automation, and restricted access to real-time data hindered both internal efficiency and the ability to make timely, strategic decisions—ultimately impacting member experience.
To address these challenges, Altura partnered with Quavo to modernize its dispute operations. By implementing QFD, the credit union streamlined work ows, reduced manual effort, and gained greater transparency across its processes. This transformation enabled faster resolution times, improved operational control, and a stronger, more consistent member experience.
As a result, Altura now significantly outperforms industry benchmarks, recapturing 84% of disputed dollars compared to the 64% average, while maintaining a low 17% loss rate. These gains demonstrate how intelligent automation and a purpose-built dispute platform can drive both operational efficiency and meaningful financial impact, without compromising a member-first approach.
Proven Efficiency Gains. Experience on Your Side.
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 Success in Member Experience
Member satisfaction drives everything Altura does, re flecting 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 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.
Strategic Impact and Future Outlook
Altura Credit Union significantly improved both operational performance and member experience. Automation eliminated manual tasks across correspondence, accounting, and chargebacks, enabling faster, more consistent resolutions, including same-day provisional credit for most claims.
These efficiencies drove strong financial results. Altura now recaptures 84% of disputed dollars, while maintaining a low 17% loss rate. Productivity also increased, with 89% task automation allowing teams to process more disputes with greater accuracy.
By modernizing dispute operations with intelligent automation, Altura strengthened both performance and trust. Faster resolutions, improved transparency, and a 99% satisfaction score reinforce a more efficient, scalable, and member-first operation.
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.
- 71% of chargebacks won
- More than $1 million in additional recovered funds
Now it pays to make it right.
Ready to Simplify Dispute Management?
Learn how Quavo helps financial institutions scale dispute operations, improve recovery, and deliver better outcomes.