, a community-focused bank based in the central Victorian city of Bendigo is the only regionally based Australian bank.
MasterCard and Visa International have recently re-engineered dispute regulations to ensure cardholder disputes are resolved in the most favorable manner suitable for all parties involved in the transaction process.
These regulations are designed to protect both cardholders and merchants when errors occur with the processing of transactions. Like all card issuers, Bendigo Bank follows the rules and regulations set forth that include strict guidelines and service level commitments for cardholders. For cardholders, this ensures that all enquiries are dealt with in a timely and effective manner.
The Bank had traditionally relied on a predominantly manual process to manage and process Dispute Enquiries, which involved interfacing with various systems, excessive paper storage and retrieval issues. However, due to the new regulations, the Bank needed a system that would allow new staff to learn the process quickly, interact with existing systems, help people manage the priority of tasks and meet the Card Scheme defined deadlines effectively. More importantly, the Bank's card management team needed visibility of the disputes being managed, with the ability to escalate accordingly, should its customers face undue delays in resolution.
Process Mapping and MOTS Consulting provided an automated business process which could provide the following functionality: