Case Central^TM Dispute Management Overview

Credit Dispute Processing for Financial Institutions

Case Central™ Dispute Management Software is a proprietary solution that streamlines the investigation and resolution of consumer disputes. With its all-in-one portal and integrations to each client’s unique set of financial systems, Case Central™ maximizes efficiency for reasonable investigation practices and drives value with workflow automation and intelligent analytics. Below is a Case Central™ overview to give you an inside look on how the platform works.

Key Features

• Integration with e-OSCAR®
• Intuitive dashboard for work management
• Data comparison to systems of record
• Templated dispute response letters
• Checklist to ensure reasonable investigation
• Auditing and reporting

The Integrations Monitor gives dispute specialists key information about the latest e-OSCAR® import.

Case Tracker is where dispute analysts go for their open cases. Filters on the left allow the user to narrow down results to prioritize their work and find specific cases.

Case Details provides a single place to find all the information needed to conduct a thorough investigation. Agents won’t have the swivel chair effect when hunting down data from various locations—it’s all in Case Details.

On the right, an Investigation Checklist provides process steps to follow during the investigation to ensure that the reasonable investigations threshold is met.

The click of a button shows the dispute analyst the Source of Record Information, providing an easy-to-use comparative interface that highlights conflicting data.

In this example, the second step on the Investigation Checklist is to compare the name on the account with the Automated Credit Dispute Verification (ACDV) form. A good step to have when you need to prove that a reasonable investigation was done.

The investigation checklist process screen shows how a response is required from the dispute analyst. All answers are recorded, so a historical report will reflect all of the steps taken during the investigation.

Case Central also supports the linking of Related Cases. This feature is particularly helpful in the case of a chronic disputer.

Report Center provides an overview of case activity and highlights trends that may be significant. You’ll have full oversight of your team, allowing you to make changes and nimbly adjust for dispute volumes.

Start Realizing your Disputes Management Efficiency Gains with Help from Bridgeforce

We have always seen gaps when it comes to comprehensive dispute management. That’s why Bridgeforce partnered with PMG to create the Case Central™ Dispute Management solution. Case Central™ is an off-the-shelf case management solution that provides a centralized place to organize and store all the information, communications, and files related to a disputes case.

Bridgeforce can conduct an end-to-end dispute processing assessment, design effective best in class processing strategies for implementation, facilitate regression testing and provide expert guidance to address your organization’s dispute management needs. In a recent engagement, we helped our client increase e-OSCAR® processing efficiencies by 60%. 

Contact us – and our Disputes experts will be in touch with you soon.