Who is Rogue Credit Union?
Bridging Gaps
Teams were struggling with the hassle of incomplete information. Intake specialists didn’t feel that they were given the tools to effectively handle follow up calls. It was a challenge to locate the case status and find out if the member needed to submit anything.
The investigation team spent a significant amount of time sourcing the right data needed to complete their work correctly. Sourcing transaction details was time consuming, and establishing recovery rights was simply taking too long.
Enter QFD: Quavo’s end-to-end fraud and dispute solution that houses both claim intake and the back-office investigation all in one place. The Case Status widget gives intake specialists line-of-sight into case progress and outlines document requests.
The intake questionnaire was built with recovery in mind, meaning that critical details are gathered as the case is created. The new platform helped the Fraud and Disputes team get the content they need to complete the investigation, saving time and improving productivity.
Worry Free Member Experience
Implementing QFD allowed Rogue to enhance member experience during the fraud and dispute process. Automated claim processing enabled the team to resolve more cases in less time, fostering member trust. Introducing a new, efficient way for members to send in documents and submit inquiries has been instrumental in improving member satisfaction.
By leveraging QFD to boost member confidence, Rogue Credit Union resolved long-standing issues and moved forward with member trust and a greater sense of reliability.
“
QFD has helped centralize and streamline our claim processing, bringing us further into compliance and alignment with industry standards. With the ever changing nature of card fraud, QFD has improved the visibility of claim activity, helping us detect and act on emerging card and payment fraud. This saves money for the credit union and our members while maintaining their trust.
James Richie
VP Payment Services
Boosting Compliance Readiness
Stakeholders in the risk, legal, and compliance departments were interested in the dispute management process but didn’t have an easy way to obtain needed information. Rogue Credit Union sought a real time data solution to bring contemporaries into the fold and minimize the looming compliance risk. With reporting options available in the manager portal, Rogue gained easy access to compliance and production data in QFD.
Association mandates bring change twice a year and impact the ability to recover. Quavo updates QFD alongside the new mandate rules, ensuring Rogue stays in good standing and lifting the burden of managing new processes to align with Visa rules.
Streamlining the Investigation
Rogue knew the burden of manual work involved in claim investigation. The Fraud and Disputes team worked diligently to resolve cases quickly but was often slowed by manually keying data into several systems in addition to working each and every case by hand.
Finding a comprehensive solution in QFD, Rogue found tremendous value in the system’s robust API integration capabilities. QFD helped streamline the investigation process by connecting disparate systems seamlessly, making necessary tools and data accessible from a single interface, taking over 44,500 actions on average each month. Automating redundant workflows lead to faster processing times and a more productive team who found greater value in the work they were doing.
Scalable Solution
Rogue Credit Union offers their members many products, and likewise needed a software solution that would service their offerings. The credit union gets the most out of QFD by using it to intake and manage credit, debit, ATM, ACH, check, and wire claims. This has helped foster collaboration between the Fraud and Dispute teams, providing the opportunity for upskilling and cross-training.
By maximizing the amount of transaction types supported by QFD, Rogue Credit Union extends the benefits to a wider range of members. The credit union has achieved faster resolutions, satisfied employees, happier members, and reduced losses by using an all-in-one solution for claim servicing.
Results
- Improved Efficiency and Productivity: The automation of redundant workflows and data integration significantly reduced manual labor, enabling faster processing times and freeing up staff to focus on higher-value activities. On average, QFD took over 44,500 actions each month, streamlining operations and increasing overall productivity.
- Enhanced Member Experience: The streamlined intake process, real-time updates, and easy document submission improved member satisfaction and trust, resulting in a 30% decrease in member complaints and a 20% improvement in dispute resolution times.
- Strengthened Compliance: QFD's automated compliance checks and real-time reporting ensured adherence to evolving regulations, mitigating the risk of fines and penalties.
- Reduced Losses: The centralized platform and efficient investigation process led to faster identification and recovery of losses from fraud and disputes.
