Success Story
55% Faster Dispute Resolution Through a 2.3x Volume Surge for a US-Based Credit Union Using ResolvAce™
Client Introduction
A US-based credit union serving about 600,000 members, with debit card, credit card and ACH disputes handled by a central team.
Problem Statement
Card fraud and payment scams more than doubled dispute volume within 12 months, with no change in team size. Key challenges included:
- Dispute volume up 2.3x in 12 months
- A growing backlog, with resolution times stretching to ~24 days
- Reg E and Reg Z timelines tracked on separate calendars
- Inconsistent intake across call center, branch and digital channels
- No consolidated view of fraud and scam patterns
The credit union needed to absorb the surge, protect every regulatory timeline and give members faster answers.
Solution Offered
Anaptyss deployed ResolvAce™ with a dispute operations team under its Digital Knowledge Operations™ delivery model. ResolvAce standardized intake and applied Reg E and Reg Z timelines automatically by rail and dispute type.
The Anaptyss team worked the backlog alongside the credit union's analysts, who kept ownership of every credit decision.
Key Solution Delivered
- One guided intake across all member channels
- Automated classification by dispute type, rail and regulation
- Reg E and Reg Z timelines tracked automatically in one queue
- Rail-specific evidence requirements within one standardized workflow
- Live deadline tracking from intake through resolution
- Anaptyss dispute operations team deployed to clear the backlog
- Fraud and scam trend reporting for the fraud team
- Examination-ready record of every case action
Business Outcomes
- 55% faster resolution, from ~24 to ~11 days.
- Backlog cleared within 10 weeks of go-live.
- 2.3x volume surge absorbed with the existing in-house team.
- 3 recurring scam patterns identified for fraud prevention.
Turning Complex Challenges into
Measurable Outcomes
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