Omnichannel
Servicing
Voice, chat, email, secure message and social requests handled by one team working from a single view of the customer, so the answer does not change with the channel.
Complaints and
Dispute Operations
Resolve complaints and disputes inside the regulatory
clock, with the evidence to prove it.
THE CHALLENGE
A dispute begins when a
customer describes a problem,
not when a case is opened
A customer says there is a charge they do not recognise. Under Regulation E the investigation clock starts from that moment, whether or not anyone logged a case. Ten business days to investigate, provisional credit if it is not resolved, forty five days to complete.
Most banks now meet that first contact through a chatbot or a support agent measured on containment. The conversation ends without a case being opened, the clock runs unattended, and the record of what the customer actually said sits in a vendor log rather than in the bank's evidence file. Two years later, that record still has to be producible.
OUR SOLUTION
Complaint and dispute handling
run as a compliance function
Anaptyss runs complaint intake, Regulation E error resolution, dispute investigation and escalation response as managed operations. Trained investigators handle the cases. Our platforms track the deadlines and hold the record. The output is a resolved case and an evidence file that stands up to a compliance review.
What We Do
Omnichannel
Regulation E Error
Resolution
Case investigation within the ten business day window, provisional credit decisioning, forty five day completion, and the written explanation where a claim is denied.
Card, ACH and ATM
Disputes
Chargeback and representment handling across networks, documentation assembly, deadline tracking and recovery follow-through.
Regulatory
Escalations
Substantive responses to consumer regulator portal cases within the response window, with the supporting file assembled alongside the reply.
Root Cause and
Trend Reporting
Complaint volumes by product, channel and driver, reported to a cadence your compliance committee can use without rework.
Quality Assurance
and Sampling
Independent review of closed cases against your standards, with findings, root cause themes and remediation tracking fed back to the compliance management system.
OUR APPROACH
Delivered Through
Digital Knowledge Operations™
Complaint and dispute work is case-based, deadline-driven and evidence-producing. It is the same shape
as the alert investigation and control testing work Anaptyss already runs, and it is delivered the same way.
Your Procedures
Are the StandardYour complaint definitions, escalation matrix, provisional credit thresholds and response templates are documented before the first case is touched, and that documentation is what our investigators are trained and tested against.
The Clock Is Tracked,
Not RememberedInvestigators
DecideThe File Is Built as
the Case Runs
WHAT IMPROVES FOR YOUR TEAM
What managed dispute operations
change for a compliance team
Missed Deadlines
Become Visible
EarlyEvery case carries a countdown and an owner, so an approaching breach surfaces while it can still be prevented rather than in a monthly report.
The Evidence File
Already ExistsRetention obligations are met by how the work is done, so a request for a two year old case is a retrieval task.
Volume Spikes Stop
Becoming FindingsA fraud event or a system incident can multiply dispute volume overnight. Capacity moves with it instead of the queue absorbing the shortfall.
Your Specialists
Handle the Hard CasesRoutine intake, classification and documentation move to the managed team, so experienced investigators spend their time on contested and complex claims.
Outcome
From a US payments and fintech client where regulatory complexity and dispute management were the presenting problems.
Related Insights
Long formWhitepapers
Layered research on governance, model risk, and controls.
WeeklyBlog
Short signals from teams building AI inside regulated walls.
Practitioner guideseBooks
Step-by-step playbooks you can hand to an operating team.
Live & on demandWebinars
Sessions with practitioners, broadcast and archived.
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Customer Support Operations
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