Success Story
100% of Provisional Credits Within Reg E Timelines and 40% Lower Cost Per Claim for a US-Based Regional Bank Using ResolvAce™
Client Introduction
A US-based regional bank handling about 9,000 consumer disputes a month across debit card, ACH and ATM transactions.
Problem Statement
The bank's dispute operation had grown rail by rail, with ACH and ATM disputes worked largely offline. Key challenges included:
- Card, ACH and ATM disputes handled in separate tools and spreadsheets
- Inconsistent intake, with ~30% of cases needing customer re-contact
- Reg E deadlines tracked manually, with ~6% of credits issued late
- Disputes opened for transactions already credited by the merchant
- Average resolution time of ~19 days
- Cost per claim of ~$9.50, rising with volume
The bank needed one consistent dispute process across every rail, with every regulatory deadline visible and met.
Solution Offered
Anaptyss deployed ResolvAce™ alongside the bank's existing case management platform. Every dispute follows one standardized workflow, with the network rules, evidence requirements and timelines of each rail applied automatically.
AI matches existing credits to incoming disputes so valid matches close at intake, while analysts own every investigation and credit decision.
Key Solution Delivered
- Standardized guided intake across branch, phone and online channels
- Automated classification of dispute type and payment rail
- Rail-specific network rules and evidence requirements in one workflow
- Automated Reg E deadline calculation with live clocks
- AI matching of existing credits to incoming disputes
- Valid matches resolved and closed at intake
- Analyst ownership of every investigation and credit decision
- Examination-ready record of every case action
Business Outcomes
- 100% of provisional credits issued within Reg E timelines.
- 40% lower cost per claim, from ~$9.50 to ~$5.70.
- ~18% of disputes resolved and closed at intake.
- Average resolution time reduced from ~19 to ~8 days.
Turning Complex Challenges into
Measurable Outcomes
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