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V. M. G. I. Value Management Group International, LLC : Dispute Resolution and Chargeback Performance Improvement Opportunities. Agenda. An Overview of Value Management Group International LLC (“VMGI”) Significant Opportunities through Improved Dispute and Chargeback Performance

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Presentation Transcript
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V

M

G

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Value Management Group International, LLC:

Dispute Resolution and Chargeback Performance Improvement Opportunities

agenda
Agenda
  • An Overview of Value Management Group International LLC (“VMGI”)
  • Significant Opportunities through Improved Dispute and Chargeback Performance
  • VMGI’s Dispute Resolution and Chargeback Performance Improvement Qualifications
  • Case Study
  • Potential Project Objectives, Tasks and Areas of Review
  • VMGI Contact Information
value management group international llc vmgi
Value Management Group International, LLC (“VMGI”)
  • We assist consumer lenders in the realization of performance improvement through superior strategy, operations management, and financial management.
  • VMGI possesses the requisite experience and skills needed to be successful…those skills include:
    • Strong analytical competence
    • Broad exposure to front and back office environments
    • The right balance between creativity and practicality
    • Deep industry insights and knowledge
  • VMGI’s Mission: To offer the most in-depth and insightful advice to improve the financial performance of consumer lenders.
  • VMGI has experience in many different kinds of projects with card issuers such as:

* Operational Performance Improvement * Strategy Development and Implementation

* System Conversion Assistance * Vendor Services Review

* Budget Management * Competitive Assessments

* Contract Negotiations * Revenue Enhancement

  • VMGI personnel have assisted consumer lenders in the identification and realization of Dispute Resolution and Chargeback performance improvement.
value management group international llc vmgi1
Value Management Group International, LLC (“VMGI”)
  • VMGI strives to deliver projects in which:
    • The measurement of relative success is clear
    • The client is fully aligned with the project goals and objectives
    • There is frequent communication and consensus regarding project progress and results
  • VMGI Staffing - Our relatively small project teams are comprised of highly experienced and smart consultants that quickly diagnose the situation and then develop and manage the best solution.
  • Post Project Management - We typically provide post-project support from the same VMGI project personnel in an effort to provide consistency and maximize benefit realization.
  • VMGI’s unique approach to management consulting has delivered outstanding results for our clients :
    • A recent project is projected to yield a five year return that is approximately 80 times greater than VMGI’s Professional Fees.
    • A recent project identified annual performance improvement opportunities of approximately 20 times greater than VMGI’s Professional Fees.
significant opportunities through improved dispute resolution and chargeback performance
Significant Opportunities through Improved Dispute Resolution and Chargeback Performance
  • The major associations are beginning to implement changes that will greatly impact the manner in which Dispute Resolution and Chargebacks are performed.
  • These changes will have dramatic impacts on the operations of Dispute Resolution groups throughout the card industry.
  • Consolidation of reason codes, elimination of multiple chargebacks and changes to arbitration guidelines make it critical to have the most efficient and nimble organization possible.
  • Missed deadlines and improper reason code assignments can cost thousands in write-off and penalties.
  • In spite of the importance of dispute resolution, many organizations possess significant untapped performance improvement opportunities due to a variety of factors, such as:
    • Multiple and under-integrated systems and underutilization of dispute resolution specific technology
    • Ineffective and outdated processes and procedures
    • Underutilization of the power of effective performance metric analyses
    • Underutilization of effective chargeback preventative measures
    • Lack of knowledge of the Dispute Resolution process changes
vmgi s dispute resolution and chargeback performance improvement qualifications
VMGI’s Dispute Resolution and Chargeback Performance Improvement Qualifications
  • VMGI possesses deep experience in the critical aspects of Dispute Resolution and Chargebacks
    • Our knowledge base covers the end-to-end dispute resolution and chargeback process
  • We possess extensive knowledge of point solutions such as:
    • System platforms
    • Work flow management software
    • Association specific solutions
  • VMGI is independent of point solution vendors, thus allowing for unbiased and completely objective analysis
case study
Case Study
  • For a leading national card issuer, VMGI led the reorganization of the overall dispute resolution and chargeback process.
  • Key activities and project benefits included:
    • Physical, technological and quantitative review of end to end dispute and chargeback process
    • Review of several applicable point solutions
    • Assessed capabilities of the following:
      • System platforms
      • Capacity
      • Training
      • Representative skill levels
      • Workflow management
      • Management reporting
      • Organizational Structure
      • Correspondence management
    • Developed a revamped organizational structure
    • Developed general workflows and procedures
    • Developed a transition plan
    • Developed a capacity plan
  • The expected opportunity in reduced operating costs was estimated to be approximately $2.5 million over five years.
potential project objectives tasks and areas of review
Potential Project Objectives, Tasks and Areas of Review
  • Potential Project Objectives:
    • Lower the cost to initiate disputes and perform chargebacks
    • Reduce write-offs from internal mistakes such as missed deadlines
    • Reduce operational costs through improved org. structure, processes and work flows
  • Potential Project Tasks and Areas of Review:
    • Baseline assessment of Disputes and Chargebacks Performance Drivers:
      • Organization structure
      • Representative skill levels
      • Cost per chargeback, arbitration success, missed deadlines and other mistakes
      • Customer service levels and industry practices
      • Systems
    • Workflow management
    • Management reporting
    • Vendor management
vmgi contact information
VMGI Contact Information

VMGI Contact

  • Scott Smith, Executive Director, VMGI

P.O. Box 406

Chesterfield, MO 63006-0406

Phone: 314 409-2476

Email: sesmith@vmgillc.com