Who is Veridian Credit Union?
Helping People. Backed by Experience.
Veridian Credit Union is a financial cooperative offering a range of products and services, including savings and checking accounts, loans, mortgages, credit cards and investment options.
Veridian is known for its commitment to its members’ financial well-being, offering
competitive rates, low fees and personalized member support. The credit union is dedicated to empowering its members to achieve their financial goals and strengthen their communities. As such, innovation is critical to Veridian’s commitment to provide a digital experience with a human touch.
Partnering to Improve Fraud Resolution
Veridian Credit Union is known for its white-glove member service, a standard it continues to uphold as it grows and innovates. To enhance the member experience during fraud and dispute claims, Veridian partnered with Quavo, implementing both QFD and Dispute Resolution Experts (DRE) to modernize its processes.
QFD streamlines the entire claim lifecycle through automation and integrations that handle tasks like correspondence, merchant checks, and accounting. Processing over a million tasks annually, the platform accelerates resolution and allows investigators to focus on higher-value work.
Working alongside Veridian, the DRE team ensures fair decisions, timely responses, and minimized losses. Together, they avoid losses on 81% of disputed dollars
and process nearly 2,000 chargebacks monthly, all while maintaining transparency and control to support Veridian’s high standard of member service.
“
"Our partnership with Quavo has been instrumental in first-call resolutions and creating efficiencies for our members and staff alike. We truly value our collaboration with Quavo and look forward to continued success together."
Mallory Paeper,
Manager of Fraud and Disputes
Strengthening Oversight with a New Service Provider
By implementing QFD and DRE, Veridian Credit Union gained greater oversight across the claim lifecycle, improving investigation quality and enhancing member satisfaction. Digital capabilities, including email-based correspondence and document submission, reduced inbound call volume and gave members a more convenient, self-service experience. Additional features, such as enabling disputes on temporary authorizations, further minimized the need for follow-up calls.
Leveraging DRE’s flexibility, Veridian partners closely with DRE leadership to refine
investigation strategies and drive continuous process improvement. This collaborative approach allows Veridian to focus on optimizing claim intake while still benefiting from the full operational and service advantages of QFD and DRE.
“
VCU has a great partnership with Quavo and the DRE team. Our two teams collaborate daily by asking questions or getting for additional information. The DRE team is quick to respond, and they are always open to suggestions or making changes to fit how we want to handle our members disputes.
Trina Becker,
Manager of Fraud and Disputes
Handling Fraud Quickly. Maintaining a Human Touch.
With members across all 50 states and rising fraud driven by advances in technology, Veridian Credit Union approaches fraud management with purpose and care. Recognizing the stress unauthorized activity creates, the credit union designs its fraud practices to prioritize the member experience while carefully balancing risk.
Veridian leverages multiple fraud detection platforms to protect its members. Then, once fraud is identified, QFD is used to manage the case, enabling instant provisional credit, typically issued within one day, and faster resolution through integrations like Ethoca.
Strategic Impact and Future Outlook
After implementing QFD, Veridian Credit Union saw improvements in operational performance. Task automation reached 85%, reducing manual effort and enabling faster, more consistent case handling across the dispute lifecycle. At the same time, resolution timelines improved by 62%, accelerating outcomes and enhancing the member experience.
Recovery performance also strengthened, with 74% of recovery attempts successfully won and an overall recapture rate of 81%. These gains reflect more effective investigations and improved financial outcomes, while minimizing losses.
By leveraging advanced dispute management technology, Veridian has built a more eff ecient, scalable operation—positioning the credit union to deliver stronger member outcomes while sustaining long-term operational excellence.
Results
- Enhanced Efficiency and Member Experience: Veridian Credit Union implemented Quavo’s QFD software and Dispute Resolution Experts (DRE) to streamline their fraud and dispute processes, handling over 115,000 tasks per month and achieving a minimal loss rate of 15%.
- Scalability and Improved Workflow: The integration of QFD and DRE reduced the manual workload for VCU’s Fraud and Disputes team, lowering call volumes and enabling digital document submission, thus enhancing service scalability and efficiency.
- Proactive Fraud Protection and Digital Innovation: VCU maximized QFD's capabilities for fraud detection and mitigation, issuing temporary credits within 2 days on average, and maintained a fraud denial rate of 83%, while offering a secure and user-friendly digital banking experience.