Back Office Investigation Services for Fraud & Disputes

Investigate. Resolve. Recover.

Our human intelligence back-office investigation services allows issuers to maintain control over all account holder interactions while our experts conduct back office investigations to deliver accurate and compliant results.

Lower Your Outsourcing Costs

Replace expensive, unmanageable, and inconvenient vendors with Dispute Resolution Experts™. Our expertise is powered by QFD’s end-to-end fraud and disputes automated workflow to consistently and effectively resolve claims.

Complete Access to Information

All parties can communicate and access data via our robust QFD™ automated dispute management software. With Dispute Resolution Experts™, you have visibility to all case information from intake to recovery.

Scalable to Your Business Needs

If you want to add more expertise to your team, are in the process of building a team, or want to outsource your entire back-office, our experts can manage as little or as much of the process as you need.

Assured Compliance

With QFD™, our human intelligence team ensures Reg E, Reg Z, Nacha, and network association mandate compliance by automatically applying regulatory updates to the process. Focus on your core business while we focus on pesky regulatory requirements.

Leverage Our Experts

We’ve spent years developing a team of experts and streamlining processes to create the most effective fraud and disputes human intelligence service to date. Don’t trust just anyone to manage your chargeback process, trust Quavo’s Dispute Resolution Experts™. We live and breathe fraud and disputes, so you don’t have to.

We provide help when and where you need it.

Dispute Resolution Experts™ is an ideal service for issuers who are tired of limited and expensive vendor services that provide poor visibility into the back office investigation. Antiquated and manual processes leave room for error. With our experts, you protect the account holder experience, while our back office investigators take care of the rest.

FAQs

What level of automation is available?

There are 2 distinct types of Automation in QFD™. The first type, automated decisions, are available for the following decision points: automatic pay, provisional credits, authorization to posted transaction matching, sales draft requests, fraud reporting, fee identification, Chargeback reason code determination, general ledger determination, automatic representment acceptance. The second type, automated functions, are available for the following actions: block and reissue card, fraud reporting, accounting, letter sending (mail, email, and secure messaging), chargebacks, and representments.

How long does onboarding take?

If we have already integrated with your core processor, onboarding will be very quick. Depending on the scope of automation and availability of integration services required onboarding can take from 12 weeks up to several months.

What level of integration is required?

For full automation, the following integration points are required: ARN, account number, auth code, card ID, acquiring network, customer information, account information, transaction details, network integration, block and reissue, accounting, email, mail, and document storage. View some examples of our integrations.

Can account holders create and check status of cases in online and mobile banking?

Account-holders can both create a new case and check the status of a case through online and mobile banking. QFD™ significantly improves customer experience.

What channels of communication are supported?

Call center, branch, online banking, mobile, email, and print letters are all supported for both intake and status updates.

What financial instruments are supported?

Credit card, debit card, ATM, ACH, checks, wires, and P2P.

What card networks are supported?

Visa, Mastercard, American Express, Plus, STAR, alternate networks, and additional networks are continuously being developed.

What is the onboarding process?

Quavo recommends a phased approach to ensure training and successful user adoption before adding additional features and functionality. The initial QFD™ phase consists of establishing the front and back-office processes including integration, business rules, correspondence, and regulatory automation points. Subsequent phases include add-ons based on clients’ core business goals. We onboard our clients using industry and compliance best practices and allow for extensive configurations and custom development of interfaces with supporting platforms to ensure QFD™ embodies your brand and account holder treatment while enhancing your customer experience.

How can I add additional features to my software?

Additional features like self-service through online and mobile banking, our fraud management AI ARIA™, software localization packages, and more can be added throughout the lifetime of our partnership. To learn more please contact your client experience specialist to identify areas of opportunity and additional product features.

What are the primary benefits of Quavo Solutions?

While there are dozens of benefits of implementing Quavo’s solutions and services the most notable will be the outstanding reduction to your operating costs and assured compliance. Our clients on average see a 50% reduction in operating costs over their current fraud and disputes process. Our team keeps you up to date with regulatory requirements and the latest card association mandates.