PostFinance is a diversified, innovation-driven financial service provider that offers its 2.5 million customers modern solutions for managing their finances. As a driver of innovation, PostFinance helps people and companies in Switzerland tackle the challenges of the digital world. With around 104 billion francs in customer assets and more than 1.3 billion payment transactions a year, PostFinance is one of Switzerland’s leading financial institutions.
We spoke with Daniele Angioletti and Ivana Paunovic, Chargeback analysts at Postfinance, about the current state of fraud and disputes and how Rivero helps improve customer experience.
When the PostFinance Card combined with Debit Mastercard® was introduced, more and more customers started using their cards actively. Naturally, chargeback cases began to arise, and PostFinance had to go through quite a tedious process, capturing each transaction individually while their backlog started to pile up.
To deliver on its customer experience goals, PostFinance looked for a more efficient way to process chargebacks. It identified Rivero’s Amiko solution as the vital tool to streamline their dispute processes and effortlessly reduce fraud losses.
‘‘It was crucial for us that the new tool would allow us to process several transactions simultaneously while also providing a clear layout to work with,’’ Ivana recalled when asked about their selection process. “And Amiko exceeds our expectations.”
This is clear when Daniele lays bare his time-saving calculations. ‘‘With Amiko, I can now process disputes at five times the previous rate, achieving nearly a 500% increase in efficiency. I can now process 20-30 disputes a day—depending on the size—whereas this was only 5 or 6’’ before.
Due to PostFinance’s previous legacy tool requiring a labour and time-intensive process, they were a bit anxious about implementing a new tool. ‘‘During our meetings, many uncertainties were clarified,’’ Daniele explained. ‘‘We appreciated the good collaboration with the Amiko experts, which made using Amiko efficient from the beginning,’’ he added.
‘‘Amiko is very user-friendly, and I had little trouble using the tool. Compared to the previous tool we used, the introduction to Amiko was much easier,’’ Ivana added. ‘‘The layout, the personalised functionalities… It all just clicked for me.’’ And it shows through the numbers. Before, it used to take about 30 minutes to record 15 transactions correctly, but with Amiko, it now only takes me 5!’’. Amiko’s ability to put all transactions related to a specific cardholder claim or fraud incident into one case is a game-changer for PostFinance.
Through constant check-ins and guidance in our partnership, we achieved the fastest time to value for PostFinance.
After implementing Amiko, PostFinance is convinced That It was the missing link in their dispute management process, thanks to its responsive support and modern suite of features, including bulk uploads and automated pre-dispute and fraud reporting.
Part of owning the customer relationship is giving cardholders the answers they need about their dispute claims. PostFinance is exploring the option of using the Virtual Agent as part of the Amiko solution to stay as dynamic and responsive as fraud and disputes themselves. The domain-specific chatbot uses card network rules while providing customer-requested transaction details on demand to help prevent first-party fraud claims.
‘‘We greatly valued our collaboration with Rivero and were always amazed to receive very professional and detailed answers,’’ Daniele mentioned.
‘‘To sum up, we would recommend Amiko because of its clear layout and the efficiency gain,’’ Ivana concluded.
The Payments Association
St Clement’s House
27 Clements Lane
London EC4N 7AE
© Copyright 2024 The Payments Association. All Rights Reserved. The Payments Association is the trading name of Emerging Payments Ventures Limited.
Emerging Ventures Limited t/a The Payments Association; Registered in England and Wales, Company Number 06672728; VAT no. 938829859; Registered office address St. Clement’s House, 27 Clements Lane, London, England, EC4N 7AE.
Log in to access complimentary passes or discounts and access exclusive content as part of your membership. An auto-login link will be sent directly to your email.
We use an auto-login link to ensure optimum security for your members hub. Simply enter your professional work e-mail address into the input area and you’ll receive a link to directly access your account.
Instead of using passwords, we e-mail you a link to log in to the site. This allows us to automatically verify you and apply member benefits based on your e-mail domain name.
Please click the button below which relates to the issue you’re having.
Sometimes our e-mails end up in spam. Make sure to check your spam folder for e-mails from The Payments Association
Most modern e-mail clients now separate e-mails into different tabs. For example, Outlook has an “Other” tab, and Gmail has tabs for different types of e-mails, such as promotional.
For security reasons the link will expire after 60 minutes. Try submitting the login form again and wait a few seconds for the e-mail to arrive.
The link will only work one time – once it’s been clicked, the link won’t log you in again. Instead, you’ll need to go back to the login screen and generate a new link.
Make sure you’re clicking the link on the most recent e-mail that’s been sent to you. We recommend deleting the e-mail once you’ve clicked the link.
Some security systems will automatically click on links in e-mails to check for phishing, malware, viruses and other malicious threats. If these have been clicked, it won’t work when you try to click on the link.
For security reasons, e-mail address changes can only be complete by your Member Engagement Manager. Please contact the team directly for further help.
