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95% Accuracy in Dispute Resolution: Incorporating Smart Fraud Prevention and Chargeback Management

Overview: The client, a rapidly growing global credit card and loan issuer. Yielding an experience of servicing 20mn customers, our client provides essential credit solutions and powering better financial outcomes for everyday lifestyle. With a growing customer base and increasing transaction volumes, they wanted to obtain a scalable solution to manage fraud cases and streamline chargeback management.

Objective: Enhance fraud prevention and simplify chargeback management to boost operational efficiency and regulatory compliance. channel customer interactions.

Business Challenges

We refreshed our client’s chargeback process by introducing claim thresholds and a pre-investigation tracker,
targeting a 100% case closure rate. To strengthen fraud prevention, we implemented real-time monitoring,
allowing proactive identification of suspicious transactions. Additionally, we handled investigations,
presentments, and arbitration, ensuring thorough case management.

Cost Inefficiencies: Need for more cost-efficient solutions to handle high-value fraud cases.

Inefficient Chargeback Claims: Chargeback filing required 90-day window increasing delays and losses.

Longer Handling Times: Prolonged processing reduced productivity and efficiency in managing fraud cases.

The Solution

Our dynamic solutions led to significant improvements in the client’s fraud prevention efforts. This led to better operational outcomes, reduced dispute-related costs, and prompt chargeback claims leading to a reduction in chargeback filing process from 90 to 80 days, improving efficiency across the board.

Value Delivered

By implementing the quality management system, we improved our client’s sales performance and customer experience. This improvement was supported by a robust quality control framework, along with performance tracking and coaching to raise the standards of employee performance and customer experience.

95%

Accuracy in dispute resolution, improving operational precision.

20%

Reduction in chargeback threshold per customer.

10-day reduction in chargeback mark date.

Business Benefits

Enhanced Fraud Prevention Efficiency

Reduced Chargeback Filing Delays

Optimized Productivity and Case Resolution

Cost Savings

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