Fraud Disputes Are Your CX Moment of Truth

Fraud Disputes Are Your CX Moment of Truth

by | Mar 20, 2026 | FinTech

No fintech customer expects to deal with fraud. When they do, the experience your support team delivers in that moment will define how they feel about your brand for years, or whether they stay at all. Fraud and dispute handling is the highest stakes interaction in fintech CX. It happens when customers are stressed, confused, and often financially impacted. How your team responds determines whether that customer becomes a loyal advocate or a cautionary story they share with others.

 

Where Fintech Support Teams Fall Short

Most fraud and dispute failures are not failures of technology. They are failures of process and training. Agents who lack a working understanding of Regulation E timelines risk missing required resolution windows. Teams without clear workflows or escalation paths create inconsistent outcomes across similar cases. Support staff without empathy training can turn an already difficult moment into a trust-breaking experience. These gaps are common and entirely preventable.

 

What Best-in-Class Dispute Handling Looks Like

The fintechs with the strongest dispute resolution outcomes operationalize a few key capabilities:

 

  • Regulation E-aligned training

    Agents are trained on dispute timelines, provisional credit requirements, and compliant customer communication. Best-in-class programs consistently meet required provisional credit timelines, typically within 10 business days, even during periods of elevated fraud volume.

 

  • Standardized dispute workflows and escalation paths

    Documented processes guide agents through consistent and compliant handling. Leading organizations see materially lower-case rework and escalation rates, often reducing repeat contacts by 20 to 30 percent through process consistency alone.

 

  • Dedicated QA for high-risk interactions

    Dispute interactions are evaluated not just on efficiency, but on regulatory accuracy, empathy, and resolution clarity. Best-in-class QA programs maintain dispute-specific quality scores above 95 percent while using targeted coaching to close gaps quickly.

 

  • Operational readiness for fraud spikes

    Teams are equipped to handle surges in dispute volume without sacrificing compliance or customer experience. High-performing programs maintain service levels during fraud spikes, often keeping response times within standard SLAs despite significant volume increases.

 

Speed matters too. In dispute scenarios, customers are highly sensitive to how quickly they feel heard and how clearly, they understand what happens next. Organizations that resolve disputes quickly and communicate clearly often see measurable improvements in post-dispute satisfaction and retention.

 

CBE Customer Solutions supports fintech clients with dispute and fraud handling designed at the intersection of compliance, consistency, and customer experience. Because in these moments, your customers need more than resolution. They need confidence.

 

We will be at Fintech Meetup March 30 to April 2. Come talk to us about building a fraud and dispute CX program your customers can count on.

Beyond the Booth: Why Meeting Teaming Partners at Conferences Still Matters

Beyond the Booth: Why Meeting Teaming Partners at Conferences Still Matters

by | Feb 16, 2026 | Blog, Leadership

There is something different about sitting across the table from a teaming partner in person. 

 

At conferences like RMAi, it’s easy to get caught up in booth traffic, sessions, and scheduled intros. But some of the most valuable conversations happen when you carve out time with the people you’re already aligned with – your partners. 

This year, we made that a priority. 

 

Joint Meetings, Unified Message

We didn’t just “run into each other.” We planned joint meetings with prospects and existing relationships. Walking into those conversations side-by-side sends a message:

  • We’re aligned
  • We understand our roles
  • We’ve already discussed the strategy
  • We’re serious about execution

And just as important – we’re aligned on how we show up for the client. 


At CBE Customer Solutions, that means delivering consistent, brand-aligned customer experiences with a strong foundation in compliance, quality, and accountability. 

When partners present as a coordinated team instead of separate vendors, the tone of the meeting changes. Prospects don’t feel like they’re piecing together a solution, they’re seeing one. 

 

Talking Real Deals — Not Hypotheticals 

Conferences can drift into high-level talk. “Let’s stay in touch.” “There could be something here.” 

This week wasn’t that. 

We talked through active opportunities. 

We pressure-tested pricing structures. 

We aligned on compliance positioning. 

We clarified who leads which conversations and when. 

That level of clarity matters. Especially in an environment where customer experience, regulatory expectations, and brand reputation are all on the line. 

At CBE Customer Solutions, strong partnerships aren’t just about filling gaps, they’re about delivering scalable, high-quality support that protects and strengthens the client’s brand. That kind of dialogue only works when there is trust. And trust is built faster face-to-face than over a string of emails. 

 

Strengthening the Partnership Off the Clock

Just as important as the meetings were the dinners and informal conversations. You learn a lot about how someone operates when you’re not in presentation mode. You talk about where the industry is heading, where risk is increasing, where margins are tightening, and where you’re willing to lean in together. 

You also learn how aligned you are on values, not just capabilities. Because the best partnerships aren’t just operational, they’re cultural. 

 

The Real Takeaway

The value of a conference isn’t just new logos. It’s reinforcement. 

Reinforcing alignment. 

Reinforcing strategy. 

Reinforcing trust. 

When you return home, knowing:

  • Your messaging is tighter
  • Your deal approach is clearer
  • And your partners are fully synced

That’s when the real momentum starts. Because the best teaming relationships don’t begin at the conference — but they absolutely get stronger there.

 

Nathan Jones 
VP Sales
CBE Customer Solutions