From Disputes to Delight: Building trust when your members need you most

A free webinar brought to you by CUNA Strategic Services and Casap

Featured speaker: Shanthi Shanmugam, CEO/Co-Founder, Casap

A dispute isn't just an operational headache. It's a trust moment. Members remember how you handled it long after the transaction is forgotten.

Disputes are the number one NPS detractor for credit unions. Yet, they're often treated as a back-office problem rather than a member experience one. Today's members have high expectations, shaped by their experiences with consumer brands that make every interaction feel effortless. When something goes wrong with their account, they want answers fast, and they want to feel like someone actually cares. Credit unions that get this right don't just resolve disputes. They build trust and loyalty.

Listen in as Shanthi Shanmugam, CEO/Co-Founder of Casap, shares insight into some of the ways your credit union can leverage this opportunity to build trust and loyalty.

Key takeaways from this discussion include:

• Analyzing Member Expectations: Explore how the needs and demands of credit union members are shifting in the current landscape.

• Reframing Disputes: Learn strategies to transform negative dispute experiences into opportunities for building long-term member trust.

• Fraud Prevention Best Practices: Identify effective methods for stopping first-party fraud while ensuring the dispute process remains fair and streamlined.

• Balancing Security and Service: Gain a practical framework for combating fraud effectively without negatively impacting the member experience.

Connect with Casap to learn more.