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.

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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.

How can we help?

Learn how financial institutions of all types apply our solutions.

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Quick dispute resolutions are critical to building strong, loyal customer/member relationships and a positive business image. ADM helps financial institutions meet these challenges by:

  • Streamlining the processing of each dispute
  • Automatic tracking of regulatory event dates
  • Allowing investigators to focus on the dispute

ADM automates standard policies and procedures related to dispute processes to ensure all dots in the dispute life cycle are connected reliably and consistently. With ADM, dispute analysts can very quickly ascertain whether there are multiple disputes for the same cardholder or whether there are multiple cardholders having disputes with the same merchant. Additionally, with support from CAMS, analysts can quickly determine whether the dispute is related to a known data breach, allowing the financial institution to take immediate and effective action.

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

Comprehensive dispute case management system

Simplify compliance with Regulation E timeframes

Manage unauthorized transactions

Automate dispute forms

Improve productivity and customer/member loyalty

Profile patterns and dispute activity to minimize risks

Precise searching and Ad hoc reporting

Configurable dashboards

Letter module

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.

Download ADM factsheet

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An Expert-in-the-loop Solution

Powering efficiency with expert services

While technology is crucial, effectively leveraging it demands human expertise. Expert-in-the-loop decision-making unlocks technology’s full potential, which is why ADM is expert-integrated software. With expert guidance, ADM ensures a comprehensive case management system. Our experts are available 24/7, including weekends and holidays, delivering exceptional value to our clients and driving results that align with their digital transformation journey. By combining advanced technology with expert guidance, we provide unparalleled support and outcomes for financial institutions, ensuring their success in an evolving digital landscape.

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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