Kenneth Chévez

PegaSystems Chargeback & Dispute Management Platform Implementation | Bac Credomatic

This project focused on modernizing and automating the manual process of managing customer claims and chargebacks for credit and debit card transactions. The solution involved implementing a specialized dispute workflow platform built on PegaSystems, requiring deep integration with BAC Credomatic’s core banking systems.

My primary technical responsibility was to build the connective tissue for this platform. This required designing and developing robust API services capable of retrieving detailed, real-time transactional histories and user data, allowing analysts to accurately validate claims and determine the proper course of action. This system drastically accelerated resolution times and ensured compliance with the rigid dispute timelines mandated by the major card schemes.

Impact on Operations and User Experience (Analysts & Customers):

  1. For the Analysts (Operational Efficiency): The platform centralized all claim data, eliminating manual searches across disparate systems. This led to significantly faster claim processing and a drastic reduction in human error.

  2. For the Bank (Compliance & Resolution): The automated notification process ensured that all necessary chargeback filings were sent to Visa, Mastercard, and Amex within their strict deadlines, minimizing financial risk for the bank.

Key Responsibilities & Achievements:

  • PegaSystems Integration: Led the back-end development effort to integrate the new PegaSystems platform with the bank’s core transaction processing and historical data systems.

  • API Development (Services Layer): Designed and developed a suite of secure, high-availability services responsible for supplying the platform with detailed transaction information and customer historical data.

  • Dispute Notification Engine: Built the service layer responsible for generating and sending necessary chargeback notifications and required data packages to Visa, Mastercard, and American Express when a claim required escalation.

  • Data Flow Optimization: Optimized the data retrieval processes to ensure analysts had real-time access to all necessary evidence, improving decision quality and analyst throughput.