How Banks Can Optimize Customer Dispute Resolution

BAI Banking Strategies recently published an article by Jeff Harper, FIntegrate Technology’s Chief Growth Officer. The article explores how banks can optimize their dispute resolution processes. Read an excerpt below:

Last year, a staggering $83 billion in transactions were disputed by customers with their banks. As a result, the cost of mitigating these disputes has risen by 16% year-over-year, according to a recent index. For financial institutions already striving to attract deposits and generate new revenue streams, this is a significant burden. The impact on customer experience cannot be overlooked; customers expect their issues to be resolved quickly and efficiently and are willing to switch institutions if their expectations are not met.

Efficient dispute resolution is not just a backend operation; it’s a cornerstone of maintaining customer trust and minimizing costs associated with investigations and chargebacks. The complexity of disputes—whether involving debit cards, ATM discrepancies, or ACH issues—demands accuracy, integration, and timeliness. Traditional, manual methods of managing disputes with spreadsheets are no longer sufficient. Speed, accuracy, and compliance are critical, requiring a new approach.

Enter automation. Automation is a strategic imperative for modern dispute resolution. Leveraging automation can dramatically improve the efficiency and effectiveness of dispute resolution processes.

To gain valuable insights on the top strategies that leading banks use to enhance their dispute resolution, we encourage you to visit the BAI Banking Strategies website. There, you’ll find the full article that Jeff wrote, exploring how automation and innovative technology are transforming dispute management in the banking sector.

Jeff Harper is Chief Growth Officer for FIntegrate Technology, a Birmingham, Ala.-based provider of software for financial institutions.