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Smart Dispute for Issuers

Streamline complaint dispute and claim processing of all types.

"Any call — anytime, anywhere… If you can get the customer experience right, everything else will fall into place."

Adrian Hopkins Senior Manager, Technology, Optimization and Solutions

Get to know Smart Dispute for Issuers

Smart Dispute 1

Optimize STP with
guided claim processing

By intelligently guiding dispute entry, banks can achieve straight-through claims processing. Even when cases require review, guided processing dramatically reduces processing costs, write-offs, and risk for all claim types on Visa, MasterCard, American Express, ACH, and other PIN networks.

Smart Dispute 2

Intake on any device with
self service portal

Empower customers to initiate disputes and track them from start to finish across the channels they prefer. Pega uses intelligent processes that adapt to customer segments, network rules, and bank policies to reduce expense and increase customer satisfaction.

Optimize claim work with
real-time case management

To deliver the end-to-end experience your customers demand, case management is critical for long running work like disputes. Pega tracks related information, automates and assigns outstanding tasks, provides status visibility, and connects front- and back-office activity to resolve claims.

Smart Dispute screenshot 4

Shift claim handling with
built-in industry interfaces

Eliminate back-office claim handling while cutting dispute resolution time, thanks to built-in interfaces with trusted third parties and their merchant databases. With Pega automation, you can avoid chargebacks and ensure credits are posted for a better customer experience and reduced expenses.

Smart Dispute screenshot 5

Manage adjustments with
automated accounting rules

Standard accounting steps at specific process stages within the disputes flow automatically ensure provisional and final credits, suspense, write-offs, re-bills, and chargebacks correctly follow regulatory policies and bank processing requirements every time.

Related Resources

The Digital Transformation of Turkey’s Largest Private Bank

Isbank Optimizes Over 500 Processes Gaining Over 30% Efficiency Across the Enterprise

TD Bank preview card

Case study

TD Visa: Increase Resolutions Speed by 70% by Optimizing for Credit Card Service Excellence
Get the case study