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Quantum Fraud & Disputes

The Value of QFD

Is your fraud and dispute operations business costing your company money due to an inability to effectively recover losses or a lack of meaningful automation? Maybe the processes are inadvertently creating customer dissatisfaction by not taking advantage of creating a positive experience in a moment that truly matters. With significant fraud, disputes and intelligent BPM experience Quavo is uniquely positioned to help. QFD is a best in breed fraud and disputes application built on Pega technology and is the only fully baked fraud and disputes application in the industry requiring minimal to no configuration and customization by an issuer. Issuers have long believed that unique products and case types required distinct fraud and dispute workflows or even disparate applications. Quavo’s experience tells a different story. QFD is built on a premise that the same simple workflow, geared towards hyper automation and consistent, reliable processing is reusable across all products and case types. This advanced concept allows issuers to reduce expenses and losses while increasing customer satisfaction and maintaining industry compliance.

Issuer Benefits

The beauty of QFD lies in its simplicity. Regardless of product, case type or channel the spectrum of work and outcomes is not broad. QFD’s Architecture is built upon this narrow spectrum construct driving ease of use and consistency. Additionally, QFD is a build once and reuse everywhere solution.  A single workflow to create cases is reusable across call centers, financial centers, online banking and mobile channels.  QFD also accounts for cases started in one channel and completed in another. This is a huge customer satisfier. Consistency across case types provides customers the same excellent level of service and treatment regardless of issue or channel preference.

QFD reduces expenses by allowing issuers to setup automated decision points and functions throughout the entire case lifecycle. QFD, as much as the issuer desires, takes the work out of the agent’s hands. Furthermore, these automated decisions are hyper-configurable to allow issuers to quickly adapt to an ever changing landscape.  Issuers use the vast amount of data available to make intelligent decisions about the amount of automation or manual processing among any case type. Automated decisions drastically reduce the amount of work and rework required by both the customer and the agent to reach a successful resolution.

Ensuring industry compliance is often times the focal point of fraud and dispute operations.  With QFD, managing to regulatory dates becomes a trivial matter. Strategically placed automated decision points solve the industry compliance problem by allowing the issuer to set up time sensitive rules in relation to any impacting regulation.  Using the QFD decision logic and taking on the bi-annual compliance packages will put any issuers mind at ease.  QFD also contains an adaptive control that provides an always visible view into upcoming regulatory dates. In addition, the “get next” functionality is configured in “Fusion” sessions to ensure cases with the highest priority are researched and worked first.

The QFD case workflow puts the issuer in a position to:

    • Increase recovery opportunity and success rates
    • Decrease representment volume
    • Increase avoidance opportunities
    • Reduce settled fraud and dispute transactions
    • Increase merchant refunds

The hyper-configuration capability of recovery rules allows issuers to be very surgical about when and what types of fraud and dispute recovery to pursue. Based upon market conditions, the rules can be quickly adapted to increase success rates. QFD also offers integration with 3rd party partners, such as Ethoca and Verifi, that allow the issuer to collaborate directly with the merchant. This innovative approach to recovering potentially lost funds results in either holding the customer liable or avoiding the chargeback process altogether via merchant collaboration.

QFD Support

  • Credit Card
  • Debit Card
  • Checking
  • Savings
  • Bill Pay
  • ATM
  • ACH
  • Wire
  • Payments
  • Domestic and International

QFD Workflow

Gather Case Details
  • Customer Data – Search and select customer
  • Account Data – Search and select account
  • Transaction Data – Search and select questionable transactions
  • Fraud and Dispute Details – Prompt customer and/or user for critical details related to customer situation
  • Confirmation – Provide summary of case and present disclosure
Enrich Dispute Details and Gather Artifacts
  • Merchant Collaboration – Alert Merchant of dispute using 3rd party software such as Ethoca Alerts and Verifi CDRN
  • Authorization Matching – Automatic and/or manual matching of authorizations to settled transactions
  • Fraud and Dispute Details – Enrich work items with data from core systems of record and external resources such as VROL
  • Supporting Documentation – Automatic and/or manual requests for additional information from customers and sales receipts
Investigate Artifacts and Decide
  • Provisional Credit Review – Manual review of potential provisional credits for not automated and exception items
  • Fee Review – Manual review of potential fees related to dispute items
  • Recovery Review – Manual review of potential recovery (chargeback, representment, pre-arbitration and arbitration)
  • Disposition Review – Manual review of pay or deny decisions for non automated items
Take Actions on Decisions
  • Process Recovery – Process actions related to manual and/or automated recovery decisions
  • Process Accounting – Process actions related to manual and/or automated accounting decisions
  • Notify Customer – Mail, email or upload any documents related to the case outcome
Close Case and Monitor
  • Denied – Update case status to denied
  • Paid – Update case status paid

Select Disputed Transactions

Dispute Qualification Questions

Back Office Processing

QFD Additional Features

Escalate

Any case can be escalated at any time in the process to receive an urgent review

Cancel Dispute

A dispute can be cancelled and processing stopped, on any dispute, at any point in the case life cycle

Withdraw

An entire claim can be withdrawn and all processing reversed

Add Correspondence

Ad-Hoc correspondence can be sent to a customer and attached to a case

Add Note

Add notes to any case as a reminder to to help agents working the case later in the process understand the situation

Update Case Details

Details can be updated at any time to enrich the case and ensure more accurate processing

Add Accounting Step

Add an additional accounting step to guarantee cases stay in balance

Validation

Ensure the legitimacy of the case by check for potential service abuse and/or duplication

Accounting Framework

A robust framework for making and tracking accounting adjustments

Content Generation

Easily configurable rules can send and generate content in any format

Customer Self Service

Allow customers to dispute transactions, check status and/or take actions on cases in flight

Analytics

Apply analytics to make and recommend decisions based on the results of previous ones

Enhanced Work Routing

Highly customizable framework for work routing and prioritization

Vendor Connectivity

Automate vendor interaction with web service connectivity and Pega Desktop Robotics

Reissue New Plastics

Prevent additional disputes from being created on the account by shutting down the plastic in use and reissuing a new plastic to the customer

Fraud Suspects

Capture suspect information, SAR (Suspicious Activity Report) review and filing

User

Users can create cases, manage their workload and process back office actions

Manager

Managers control the urgency and priority of work items to users as well as workbasket access

Administrator

Administrators can can manage access and security to all users of the application

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