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Ohio-based KeyBank has tapped fintech Quavo for its QFD automated dispute management platform. When a credit transaction is contested or fraud is discovered, KeyBank will implement the cloud-based QFD system to streamline its fraud and dispute procedures and automate the manual tasks needed, from claim intake and investigation to claim resolution and recovery.

“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.”
                                                   Jen Martin, head of enterprise fraud services, KeyBank.

To gather the essential transaction data and match it with the information provided by the pertinent cardholder, QFD will interact with KeyBank’s current credit card platform TSYS and merchant collaboration software Ethoca.

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

“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,”
                                                                     Brittany Usher, SVP, revenue executive, Quavo.

When it comes to conversational AI enterprise delivery, KeyBank’s new SVP business technology executive was named Miguel Navarro in June.

GradFin, a platform for counselling on public service loan forgiveness, was purchased by the corporation in May for an unknown sum.

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