Disputes SLA Turnaround & Win-Rate Lift

Context

• Digital issuer with fast growth; Reg E/Z disputes rising 35% QoQ.
• Win-rate inconsistent; evidence packs varied by analyst and network rules.
• Aging burst during promos/outages; callback loops increased DSAT.

Approach

• Outcome desk with TAT SLA (p50/p90) and win-rate target per dispute class.
• Defect taxonomy mapped to policy/network bulletins; AQL QA with reviewer FP/FN tracking.
• Evidence tiles: merchant docs, cardholder affidavit, usage pattern, chargeback codes.
• Dual-review for high-risk classes; lightweight peer-check for routine disputes.
• Dashboards with definitions; drill-through to sample evidence for audits.

Playbooks

• Intake checklist by network code; affidavit completeness gates.
• Chargeback reason code tree; representment templates by network.
• Known-issue routing and callback suppression to stop loops.
• Aging burn-down lanes with p90 guardrails and exception paths.

Measured Results

• Win-rate +9.4 pts in 90 days (mix-adjusted).
• p90 TAT stabilized within SLA; backlog aging reduced 41%.
• QA pass rate +15 pts; top three defect classes down materially.
• Audit ask turnaround cut from days to hours via evidence tiles.

Lessons Learned

• Policy-aligned defect classes make coaching objective and fast.
• Dual-review only where risk justifies the cost; rotate to avoid fatigue.
• Definitions embedded in dashboards prevent metric drift.
• Callback suppression tied to known-issue banners reduces DSAT.