Executive Corner
A Message from Joe McLean,
Quavo CEO & Co-Founder
Hello Clients and Partners,
Trust isn’t just earned—it’s proven in times of crisis. When accountholders face financial violations, they aren’t just looking for refunds; they seek reassurance that their institution genuinely supports them.
Early in my career in fraud detection, I learned that each interaction with a fraud victim is a chance to build trust and loyalty. Handling these interactions with empathy—ensuring quick and fair resolutions—reinforces their confidence in their financial provider. Without this trust, accountholders are likely to seek alternatives.
At Quavo, we are committed to empowering our clients to rebuild trust with their accountholders. Through our advanced software and expert consultancy, we provide solutions that ensure fraud and disputes are resolved efficiently and equitably, enhancing the experience for all parties involved.
I am thrilled to announce the winners of our inaugural Trust in Banking Awards, which honor eight clients who excelled in speed, transparency, and customer satisfaction in 2024. These leaders in consumer banking demonstrate how trust can transform customer relationships and solidify loyalty.
The award recipients were chosen based on key performance indicators that showcase a commitment to exceptional service. Quavo extends congratulations to all the winners for their outstanding achievements and their role in boosting trust within the financial sector.
Thank you for partnering with us to redefine trust and enhance the experiences of your accountholders. Together, we’re setting new standards for dispute resolution and customer care.
Happy New Year!
Warm Regards,
Joseph McLean
CEO & Co-Founder
Introducing: The Product Portal
Quavo’s Product Portal, powered by Productboard, empowers clients to play an active role in shaping the future of our products. By submitting enhancement ideas, clients can directly influence the development and improvement of our offerings. This platform serves as a centralized hub where feedback is collected, organized, and prioritized, ensuring that your input is at the heart of our product roadmap.
We invite clients to engage with the Product Portal, where they can easily submit new enhancement ideas, provide feedback on existing suggestions, and vote on ideas that resonate with their needs and priorities. This collaborative process ensures that we are continuously refining our products to better serve you.
When submitting an enhancement idea, keep these tips in mind:
Every enhancement in 2025 has been thoughtfully designed to streamline work, provide transparency, and deliver the exceptional service your accountholders expect. From implementing features from survey results to additional network automation capabilities, we’re committed to keeping you ahead of the curve.
Visit the Product Portal today!
“Quavo’s Product Portal reflects our commitment to fostering transparency, empowering collaboration, and delivering accessible solutions for our clients.”
– Sabrina Goldman, Product Delivery Manager
Preview: QFD® 25.01 Feature Release
I. Compliance
Based on internal research and in collaboration with our business partners, this initiative delivers measurable multi-dimension improvements by addressing operational and communication inefficiencies. Clients can expect improved accuracy in letter verbiage and formatting, enhanced fee processing, and better controls between access groups. These updates align with Regulation E requirements, reduce legal risks, and introduce customer-focused verbiage in communications.
II. Assignment Groups
Streamline work management and improve operational efficiency with enhanced assignment group functionality. Available in 25.01, managers will be able to tailor each user profile with specific assignments, ensuring that work queues align with each user’s skillset. The addition of Drill Down filtering in the back-office portal makes it so only selected assignments will come through Get Next Work. Together, these functions promote an efficient, targeted work process for back-office users
III. OneShot API
Elevate claim management and dispute resolution with our Forced Posting solution. Handle complex cases like archived accounts, bad PANs, and non-customer scenarios efficiently, including fraud, account takeovers, and convenience checks. With the new OneShot API, clients can bulk submit claims and create cases for bad PANs or non-customer accounts. This feature allows users to file claims for purged or archived accounts with ease, ensuring no cases are left unresolved. Integrated with the Communication Hub to generate letters for authorization claims, you can provide transparent communication on these unique scenarios. Partial disputed amounts and the ability to backdate are also available.
QFD® in Motion
Explore our YouTube channel for bite-sized videos showcasing the latest features and product updates. Our channel offers stylish demos for quick training and easy explanations to share with your team and stakeholders.
In addition to demos, you’ll find educational content on best practices, regulatory explanations, and practical consumer tips.
Stay up to date with QFD innovations and discover new ways to optimize operations by visiting our channel today. Check out our latest demo on QFD’s back-office portal and features here.
Back office Powered by QFD
A Beginner’s Guide to Chargebacks
Improve Operations with AI
Coming in version 25.01!
We’re implementing generative and traditional AI to improve case work and dispute processing, enhancing both user and accountholder experiences through greater efficiency, clarity, and scalability. Here’s how we’re transforming dispute work with AI boosters:
Inbound Communication
Our AI Inbound Communication feature streamlines email management with three different options:
- Automating email categorization for faster resolution of accountholder requests.
- Delivering AI-generated summaries for quicker, more informed decision-making.
- Automating repetitive tasks like marking auto-replies and routing requests, freeing teams to focus on highpriority issues.
Representments
Our AI Representments solution uses AI and Optical Character Recognition (OCR) to elevate recovery processes three optional flows:
- Automating the analysis and categorization of the merchant response.
- Providing intuitive and detailed summaries of the representment documents.
- Identifying and accepting high-success-rate representments to save time and maximize recovery rates.
These optional AI-powered solutions enable clients to work smarter, improve customer experiences, and scale easier for evolving business needs. Clients can select what level of AI impact is desired and we’ll work together to tailor the process to fit their needs. We hope you look forward to the release of these QFD® add-on enhancements!
KPI Corner
