Dispute Resolution Experts™: Human Intelligence Service

Dispute Resolution Experts are a team of experienced fraud and dispute analysts who use Quavo's QFD software to investigate and resolve claims for issuers looking to outsource or supplement their back-office investigation team.

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.

Credit Union

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. 

Control

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.

Control
scalibility

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

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.

Assured Compliance
Staff Augment

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

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.
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 from12 weeks up to several months.
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. 
Quavo recommends a phased approach. Typically we suggest on-boarding agent facing intake with a largely manual back office process as Phase 1 allowing you to become accustomed to the workflow and immediately solve any SLA issues. From there we add in functions that solve typical pain points beginning with intake in digital channels, network integration and work through back office automation until all features you have requested are successfully part of your solution.
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.

Knowledge Center

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