Ohio's KeyBank taps Quavo for dispute management platform


Ohio-based KeyBank has tapped fintech Quavo for its QFD automated dispute management platform.

KeyBank partners Quavo

KeyBank will deploy the cloud-based QFD solution to unify its fraud and dispute processes and automate the manual tasks required once a credit transaction has been disputed or fraud has been spotted, from claim intake and investigation through claim resolution and recovery.

KeyBank’s head of enterprise fraud services Jen Martin says: “We are in the midst of a multi-year, multi-product implementation that will fundamentally transform our client and teammate experiences managing disputes while improving our back-office processing and chargeback recoveries.”

QFD will integrate with KeyBank’s existing credit card platform TSYS and merchant collaboration software Ethoca to collect the necessary transaction data and compare it with the data provided by the relevant cardholder.

This automated process, Quavo says, will “drastically reduce” back-office processing time, human capital and operational resources.

Quavo’s SVP, revenue executive Brittany Usher says the partnership has created opportunities to increase automation, expand digital channels and enhance client engagement at KeyBank.

“In our initial discussions regarding partnership goals and project objectives, it was clear that KeyBank had larger initiatives beyond just breathing new life into its chargeback and dispute management process,” Usher adds.

In June, KeyBank appointed Miguel Navarro as its new SVP business technology executive, conversational AI enterprise delivery.

In May, the company acquired public service loan forgiveness counselling platform GradFin for an undisclosed sum.


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