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UBS Card Center: A new dimension in Dispute Handling

Learn how the Dispute Scenario Manager contributes to achieving operational excellence in process execution.

  • December 9, 2020
  • 14:00 – 14:30 GMT | 15:00 – 15:30 CET
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In situations such as airlines, accommodation, transport and travel services, the handling of customer disputes is always the same. This applies both to the process steps to be performed and to most of the information required. Based on this fact the idea within UBS Card Center arose to develop a Dispute Scenario Manager as add-on to the existing Pega Smart Dispute for Issuer, which makes it possible to decide at an early stage whether a case can be treated according to a predefined scenario or whether individual processing is necessary.

Hear from UBS Card Center, a major credit card issuer in Switzerland, how they teamed up with their implementation partner Cognizant to concept and introduce this solution internally and the reason for their nomination in an international innovation competition. You will discover:

  • How this solution leads to significant savings in manual effort and increases efficiency, customer satisfaction, and compliance massively
  • Why this development is not bound to the financial service community only and neither limited to one single Pega solution either
  • How they achieved to implement this innovative approach in less than two months with a small, but agile team



Karen Oeschger

Domain Expert, UBS Card Center Ltd.

Karen Oeschger has more than 30 years of professional experience in Dispute Resolution Management. At the early years her responsibility is based on leadership.

Since 2017 her role in the organization changed to business Process Improvement, Business Analysis, Organizational Development, projects, meet & maintain compliance rules from Visa & MasterCard in dispute resolution area.

Her main focus for the last three years are integration of Visa Claims Resolution in a Real time manner & MasterCom Claims Manager with Pega/ Smart Dispute Issuer Application for UBS Card Center.

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Daniel Hauenstein

Principal Functional Architect, Cognizant Technology Solutions

Daniel Hauenstein has more than 30 years of professional experience in Business Process Improvement, Business Analysis, Application Design and Development, Organizational Development and Project Management. For the last 10 years he has worked mainly as a Lead Business Architect and Project Manager in the field of Pega.

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Karsten Kaiser

Client Executive Financial Services, Pegasystems

Karsten Kaiser has more than 25 years of professional experience in the areas of customer and market strategy, target operating modeling, business process engineering, One Platform setup and post-merger integration. Since 2018 he has been supporting banks in the digital transformation of their business and operating model using the functions of Pega.


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