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Pega Events

How to make card disputes a customer service opportunity

  • November 20, 2019
  • 12:00 - 1:00 PM EST

Disputing a financial transaction performed on a credit card or a debit card, through an ATM or wired via ACH is a stressful moment to your customer. Yet, if handled quickly and accurately, studies have shown these events can increase customer satisfaction in 96% of the cases. Advances in technology and changes with Mastercard and Visa have opened up significant efficiency opportunities.

Tune in to hear:

  • How the industry landscape is changing and what this means for efficiency of disputes.
  • How a simple workflow geared toward hyper dispute automation and consistent, reliable processing is reusable across all products and case types
  • How issuers can reduce expenses and losses while increasing customer satisfaction and maintaining industry compliance
  • New options for keeping the customer relationship but exporting some/all of the back office work to a servicer
  • First-hand experience from First Tech Federal Credit Union on the results achieved by deploying new technology

Speakers

Joseph McLean

Cofounder and COO, Quavo, Inc.

Joseph’s passion is to continuously innovate dispute processing and resolution. As an executive at Bank of America for 18 years, he led the Retail Banking operations group responsible for Credit/Debt card fraud and non-fraud claims. His user base was over 2000 claims agents. Using the Pega business process management platform, his team reinvented the dispute process from end to end, resulting in an 80% increase in automation and a 100% adherence to regulations. Leveraging this experience, he is committed is to bring this level of innovation to all banks and credit unions for this critical business function.

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Devan Robertson

QFD Product Director, Quavo Inc.

Devan leads the QFD product direction and vision. He is driven by a desire to transform the way all users interface with the dispute process - providing solutions that deliver intelligent automation and meaningful user interactions. During his 15-year career at Bank of America, Devan led multiple front and back office operations teams in Data Analytics, Process Design and Service Delivery. He’s an advocate for the customer and obsessive about process improvement.

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