Executive Summary
Fraud disputes represent some of the most emotionally charged and operationally complex moments in the member relationship. Credit unions must resolve cases quickly and accurately while maintaining strict compliance with Reg E and Reg Z requirements. At the same time, rising fraud volumes and increasing case complexity are placing significant strain on operational teams.
This report highlights testing the effectiveness of Casap’s fraud dispute platform in improving efficiency, reducing errors and strengthening staff confidence compared to existing processes by answering the following questions:
- How do staff report changes in efficiency and effectiveness when handling fraud disputes with Casap compared to prior systems?
- How does Casap impact team productivity and day-to-day operational effort in dispute resolution?
- What member experience gaps and needs does the Casap system address that current dispute resolution processes do not?
Across sandbox and live testing environments, participating credit unions reported strong usability, reduced manual effort and high confidence in Casap’s ability to support compliance and dispute outcomes.
Credit Union Implications
Fraud dispute management is becoming more resource-intensive and more visible to members. Delays, inconsistent communication and manual errors can compound financial losses and weaken trust.
Testing results suggest that a structured, automated dispute platform, like Casap, may help credit unions:
- Reduce process friction and fragmentation
- Build member trust and loyalty through a more-supportive experience
- Save time and reduce costs due to increased operational efficiency gains
- Support scalable operations as fraud volumes grow
For institutions evaluating modernization strategies, the findings indicate that automation in dispute management may deliver operational and experiential improvements without sacrificing regulatory rigor.
Download the full report to see how one credit union estimated an annual savings of $875,000 using the Casap platform.
A special thank you to our participating credit unions for their contributions to this research.
