Summary

A dispute isn’t just an operational issue — it’s a trust moment. How a credit union handles a dispute can have a lasting impact on member loyalty, satisfaction, and trust. Yet disputes remain one of the biggest detractors of member experience and are often treated as a back-office process rather than a strategic opportunity.

In this session, we’ll explore how evolving member expectations are reshaping the dispute experience and what credit unions can do to respond. Learn practical strategies for creating a fair, efficient dispute process, improving communication and transparency, and preventing fraud without sacrificing the member experience.

Key Takeaways

  • Transform disputes into opportunities to build member trust, loyalty, and long-term engagement
  • Balance fraud prevention and risk management with a fair, efficient, and member-centered dispute process
  • Identify strategies for improving the dispute experience through communication, transparency, and faster resolution

Event Date / Time

October 7th from 2 pm — 2:50 pm

Location

Gaylord Rockies in
Spruce 3-4

Speakers

Shanthi Shanmugam
CEO & Co-Founder
Casap

Sponsors