Executive Corner
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 holistic platform addresses the unique needs of issuing banks, providing a compra
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:
Be Clear and Concise
Focus on Value
Collaborate
Engage Early
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.
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
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
Quavo in the News
Quavo Unveils Winners of Inaugural Trust in Banking Awards
Quavo honors seven financial institutions that demonstrated superior performance throughout 2024 in the most critical trust-building areas of disputes: Speed, transparency, customer satisfaction, convenience, efficiency, accuracy, and flexibility.
“Trust is the cornerstone of every strong relationship and is a financial institution’s most valuable asset,” said CEO & Co-Founder Joseph McLean. “These winners embody the essence of trust in banking by prioritizing customer needs and raising the standard for fast and fair dispute resolution.”
By: Dan Perret
Director of Product Delivery
Building Product Delivery Teams: The Four Product Management Archetypes Every FinTech Needs
By bringing together individuals with diverse skill sets and perspectives – ranging from the action-focused Builder to the tech-savvy Technologist – we ensure that the team is equipped to meet the demands of both our clients and the regulatory environment.
By: Jeff LeFevre
Director of Technology
Building a Development-Driven Support Team for QFD®
The future of product support lies in empowering technical teams with real-time insights and automation. Transforming to a developer-driven model ensures faster, smarter resolutions and seamless integration of product and implementation-level fixes.
By: Devon Anderson
Account Executive
Achieving Operational Excellence: How We Can Propel Quavo
Disputes are not a differentiator for your financial institution unless you do it poorly. At Quavo, we understand these challenges and offer solutions to overcome them. Our automated fraud and disputes solution, QFD®, streamlines the dispute process, reduces losses by up to 50%, and enhances operational efficiency.
Welcome to the Quavo Community!
