Dispute Resolution Experts

Overview

DRE is your ultimate outsourcing solution, staffed with seasoned fraud and dispute analysts. While you dedicate your attention to frontline calls, the DRE team handles all the essential casework behind the scenes. DRE is an ideal service for issuers who are tired of limited and expensive vendor services that provide poor visibility into the back-office investigation. With our experts, you protect the account holder experience, while our investigators take care of the rest.

How It Works

The DRE team will manage and work the volume delegated to them in QFD. DRE follows your best practices, thresholds, and guidelines to ensure the team is meeting your needs. DRE leaders will host regular recurring meetings to discuss trends, opportunities, and celebrate wins. Transparency and flexibility are two core pillars upheld by our experts.

Benefits

Reduce Outsourcing Costs

Replace expensive, unmanageable, and inconvenient vendors with DRE. Our expertise is powered by QFD’s end-to-end fraud and disputes automated workflow to consistently and effectively resolve claims.

Complete Access to Information

All parties can communicate and access data via our robust QFD automated dispute management software. With DRE, you have visibility to all case information from intake to recovery.

Scalable to Your Business Needs

If you want to add more expertise to your team, are in the process of building a team, or want to outsource your entire back-office, our experts can manage as little or as much of the process as you need.

Assured Compliance

The DRE team upholds Reg E, Reg Z, Nacha, CFPB, and card association rules by using QFD. This SaaS platform has regulatory timeframes and language requirements built-in, allowing your risk and compliance team to focus on more pressing issues.

Leverage Our Experts

We’ve spent years developing a team of experts and streamlining processes to create the most effective fraud and disputes human intelligence service to date. Trust Quavo’s DRE team. We live and breathe fraud and disputes, so you don’t have to.

Responsibilities

Quavo Responsibilities	Configure QFD for shared work routing based on client expectations of work to be performed Provide appropriately staffed resources to work Quavo assigned tasks in a timely manner Work with client to understand assignment responsibilities for each company and the flow of work through the system
Client Responsibilities	Provide appropriately staffed resources to work client assigned tasks in a timely manner Provide Quavo with shared work routing requirements within one month of phase kickoff

Success Criteria

Work should route cleanly between both organizations for all workbaskets in the system. There should be clearly defined expectations of work responsibility, volumes, escalations, approvals, etc.

Best Practices

Close coordination between the client and Quavo is important as the system goes live to make sure all work is being completed by one party or the other.