Advanced Dispute Manager
Managing disputes is essential to mitigating risks and reducing operating costs while improving customer/member loyalty and operational efficiencies.
Advanced Dispute Manager (ADM) is an end-to-end, comprehensive dispute management system which automates the entire dispute lifecycle and helps ensure that you comply with regulations, e.g. Reg E compliance for debit cards and ACH transactions.
Introduction
Merchant disputes and unauthorized transactions are significant issues that financial institutions face today. ADM simplifies the administration of these and other disputes simply and intuitively. As dispute details are gathered either by the service representative or the cardholder using a handheld device or even over the web within the financial institution’s portal, ADM populates data fields with records imported from the core processor, automating data entry regarding account and transaction details. ADM reduces regulatory and operational risks, ensuring Reg E compliance, automates standard policies and procedures related to disputes, and can generate letters.
ADM offers a broad set of comprehensive monitoring and reporting capabilities for dispute activities. ADM provides summary and detailed reports covering:
- Provisional credit time-frames on all disputes
- Number of disputes processed
- Future dispute workflows
- Disputes for various categories such as stolen or counterfeit, etc.
- Number of disputes denied
- Analyst activities and productivity
Adherence to standard charge-off procedures ensures provisional and final credits while chargebacks follow predefined business policies for the governing entity, e.g., MasterCard or Visa; this provides a more rapid turnaround of the chargeback, enhancing the customer/member experience while reducing chargeback losses. The dispute process of financial institutions has been significantly improved and made more secure and efficient with ADM, helping them better serve their customers/members and compete in an always-on and connected world.
Key Features
Transforming Dispute Data into an Actionable Repository
Successful dispute process models rely on the ability of financial institutions to access data that provides a continuous flow of dispute knowledge. ADM simplifies the management of complex disputes with multiple dispute types and their relationships across multiple accounts and lines of business. It supports both management and the dispute team’s needs, storing every dispute in a centralized, accessible, and actionable repository where there is a complete audit trail of every step taken for each record. ADM offers the convenience of multiple customizable dispute reports that can be downloaded into PDF or Excel formats, giving you more control over your tasks.
Combined with Advanced Fraud Manager, a financial institution can maintain a single repository, enabling stronger mitigation of operational risks by the institution’s staff and management.
Competitive Advantage Through Operational Excellence
We believe driving operational excellence is the pathway to digital transformation and competitive advantage. To help clients achieve that goal, we combine technological innovation with data-driven insights and human expertise. Our solutions and services can be customized to meet the needs of financial institutions of all types and sizes.
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