Post-fraud, case managers work with the member to initiate the recovery process and the assignment of a new card. We carefully take the member through the recovery process in a full-service environment, working with both the member and credit union on the chargeback. Our latest investments include an additional layer of Merchant Recovery for fraudulent purchases made online, as well as technologies that will optimize our current disputes process for an improved member experience.
PSCU is also making a multi-million-dollar investment into our disputes management process, to significantly enhance the experience for both our Owner credit unions and your members through the use of process automation and artificial intelligence. We expect to roll this new disputes process out to owner credit unions over the next couple of years. Learn more here.