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Recovery — Fraud Resolution
Fraud Prevention Outsourcing Built to Protect Your Business
From identity verification to process remediation, we deploy compliance-ready fraud resolution teams built for the regulatory complexity of your industry. We're operational in 30 days.
Managing fraud well requires alignment across operations, compliance, and customer experience simultaneously. When any of those pieces fall out of sync, the cost shows up in chargebacks, failed verifications, and the erosion of confidence that accumulates when something goes wrong.
The teams handling fraud resolution need more than a script. They need deep familiarity with regulatory requirements, the judgment to distinguish a legitimate dispute from a coordinated scheme, and the operational discipline to document every step in a way that holds up to scrutiny. That combination is harder to build than most organizations anticipate, and harder to sustain when volume spikes.
That's where we come in. We deploy compliance-ready fraud resolution teams within 30 days, with the regulatory training, the documented processes, and the operational depth to run your program at volume and keep it running as your business grows.
Fraud Resolution Built for Measurable Performance
30+ years
of CX expertise across hundreds of programs, giving our fraud resolution teams a foundation of institutional knowledge that newer providers simply can't replicate.
89%
employee satisfaction rate because stable, experienced teams are what keep fraud programs accurate, compliant, and consistent over time.
80%
of total call volume processed by advanced analytics, surfacing the behavioral patterns and case signals that manual review alone would miss.
Trusted by Leading Brands
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Services
How We Resolve Fraud
From the first identity check to final remediation, we cover the full scope of fraud resolution with compliance-trained specialists, AI-assisted detection, and documented processes that protect your customers and your audit trail.
Know Your Customer (KYC)
We take a channel- and risk-based approach to KYC, operating distinct verification protocols across phone, back office, and fraud investigation channels. Within phone support, authentication is tailored between care and fraud prevention agent groups based on the risk level of each interaction. All methods are either client-approved or client-mandated, balancing security, speed, and customer experience at scale.
Process Compliance & Remediation
Every stage of our fraud investigation process is formally documented, with clear workflows defined for every supported fraud type, including lost or stolen, account takeover, mail fraud, and telephone fraud. Evidence gathering is mandatory for every case, with proof of investigation attached to the case or recorded in structured notes. Standardized investigation templates define the documentation required to approve or deny any claim.
Dispute & Chargeback Resolution
We manage high-volume chargeback and dispute resolution through cross-trained agents, data-driven workforce planning, and tiered case assignment. New hires are onboarded into simpler investigation stages while tenured agents handle complex, time-sensitive cases. Experienced phone agents with foundational credit card knowledge can be transitioned into dispute roles quickly, reducing ramp-up time and keeping resolution timelines consistent.
Fraud Surge Management
We apply the same scalable model used for dispute volume management, with overtime incentive programs added to extend operational coverage during peak periods. This approach stabilizes throughput, reduces backlogs, and maintains consistent performance levels when demand increases. Workforce flexibility and targeted incentives work together to keep agent engagement and service delivery strong.
Awards & Recognitions
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Here's What Working With Us Looks Like in Practice
Experienced
Our fraud resolution specialists are trained on the specific regulatory environment of your industry before they ever touch a case. The ops leaders running your program average 10+ years in their roles, which means the people making day-to-day decisions on your behalf have managed programs like yours through every kind of volume pressure and compliance challenge.
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Documented
Every investigation, verification, and remediation step is captured in formats that satisfy audit requirements and stand up to legal review. We operate under SOC 1 Type II, SOC 2 Type II, PCI-DSS v4.0, and ISO 27001:2022 as daily operating standards, with documentation practices built into how we train and run every program from Day One.
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Visible
Insights iQ™ processes 100% of interactions in real time, giving your team a live view into case volume, resolution rates, compliance adherence, and emerging fraud patterns. That intelligence reaches CX, ops, and risk teams simultaneously, so the people who need to act on it have it when it matters.
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Stable
Our 15-year average client tenure reflects what happens when the people running your program are as invested in its outcomes as you are. That continuity matters in fraud work, where institutional knowledge about what has been tried, what patterns have emerged, and where the edge cases live is part of what keeps your program improving over time. We deploy within 30 days and build from there.
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What Our Clients Are Saying
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Tell Us Where Your Fraud Program Is Most Exposed
We've helped clients across financial services, banking, and retail close exactly these gaps. Share your challenge, and we'll show you how.
Case Studies & Trends
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Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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FAQ
We Read Your Mind & Made This FAQ
