East Lansing’s Quavo Partners with KeyBank to Streamline Fraud and Disputes Process

Quavo Fraud and Disputes, an East Lansing-based fintech company, announced it will partner with KeyBank to deploy its automated dispute management platform, designed to streamline the entire fraud and disputes process.
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Quavo in East Lansing is brining its QFD system to KeyBank. // Courtesy of Quavo Fraud & Disputes
Quavo in East Lansing is brining its QFD system to KeyBank. // Courtesy of Quavo Fraud & Disputes

Quavo Fraud and Disputes, an East Lansing-based fintech company, announced it will partner with KeyBank to deploy its automated dispute management platform, designed to streamline the entire fraud and disputes process.

KeyCorp, the holding company of Cleveland-based KeyBank, which operates more than a dozen branch locations in Michigan, is deploying Quavo’s QFD disputes resolution platform, a cloud-based software capable of automating the manual tasks required by bank employees once a credit transaction is disputed or fraud is identified.

“QFD has a robust and easy-to-use workflow with automation that streamlines unnecessary complexity. The application seamlessly supports the digital enablement we want to continue offering clients,” says Jen Martin, head of enterprise fraud services at KeyBank.

“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 integrates with KeyBank’s credit card platform TSYS and merchant collaboration software, Ethoca, to automatically gather and assess transaction data with the information provided by the cardholder, drastically reducing the back-office processing time, human capital, and operational resources.

KeyBank’s QFD go-live comes at the heels of Quavo’s completion of its Series A funding round with Fintop Capital, marking a milestone in growth for the company in its journey to increase the efficiency of fraud and dispute management for issuing banks and fintech organizations.

“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. They sought a partner that would create opportunities to further automation, expand digital channels, and enhance client engagement,” says Brittany Usher, senior vice president and revenue executive with Quavo.

“KeyBank and Quavo’s partnership demonstrates a shift in the industry where innovative leaders partner with strategic experts and cutting-edge products to accelerate projects, accomplish goals, and increase user adoption.”

Martin adds: “Quavo has been a strong partner since the first kick-off meeting, through launch, and into support. We selected them because of their deep subject matter expertise in disputes and the modern design of the solution (cloud-based, decision tree, and process automation).”

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