In this section, you can read featured success stories from banks that have leveraged our products.

Success Stories

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.

Boost efficiency with greater customer-centricity

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. 

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." 

Scaling dispute process management through fast onboarding

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,"

"We appreciated the good collaboration with the Amiko experts, which made using Amiko efficient from the beginning,"

"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,"

"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.

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How PostFinance boosted efficiency by 500% with digital dispute management SaaS solution

PostFinance

PostFinance on the efficiency gain to their fraud and dispute management

, a leading player in the payments industry, faced a massive challenge: managing compliance across multiple schemes such as Visa, MasterCard, JCB, Discover/Diners Bancontact and UnionPay, with over 150 publications each month. Each publication resulted in a cascade of tasks that had to be manually assigned and managed. This manual process was neither sustainable nor efficient and often led to missed opportunities.

“We were manually downloading publications, storing them on drives, and then sharing them in Excel,”

“It was time-consuming. We’d pass information around, but we didn’t always know if the tasks were being actioned. It was a reactive system that left us exposed to risks.”

As Worldline grew, the complexity of managing compliance across multiple schemes became increasingly difficult. With the potential for penalties, fines, or missed opportunities, the company needed a solution that could handle the volume of publications while giving them control over the compliance process.

“We were managing a huge volume of publications and tasks, and it was becoming more difficult to stay ahead of the game,”

, Head of Scheme Management at Worldline. 

“The old system wasn’t just inefficient, it was risky. We couldn’t afford to continue like that, so we decided it was time for a change.”

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Miranda Rodigas and Martin Barendregt during a Rivero event

From manual, disjointed processes to proactive risk management

Worldline’s old approach relied heavily on manual processes. With hundreds of publications each month, managing compliance was not only labour intensive but also reactive. The team didn’t have clear visibility into statuses, and there was no way to track progress in real time. This created the potential for non-compliance and missed deadlines, which could lead to costly fines or service disruptions.

What Worldline needed was a solution that could simplify this process, automate task assignments, and provide clear visibility into the status of every compliance mandate. This led them to Kajo, our scheme compliance management solution that centralises publications, automates assignments, and provides full visibility into the scheme compliance process. With Kajo, Worldline made a seamless transition from a fragmented, manual process to a fully integrated, digital platform.

The centralised aspect played a crucial role in the transformation: Worldline no longer needed to manually manage or store documents.

“For many people in the organisation, this was a game-changer. We don’t need to connect directly to the schemes to access the information ourselves. Kajo makes everything available and up-to-date, without the need for manual intervention,” says Miranda.

Kajo’s automated assignment feature was another key benefit. Instead of manually distributing bulletins via email, the relevant owners are now automatically notified of relevant updates that impact their domain. This has made the entire process much faster and more reliable.

“Before, we spent hours trying to track down the right information and distributing it manually. Now, everything is automated and updated daily,” says Martin. “We’ve cut out the manual work and can focus on the tasks that truly matter.”

Proactive compliance and significant risk reduction

With Kajo in place, Worldline shifted from a reactive to a proactive compliance management model. Instead of waiting for issues to arise, the team could now stay ahead of potential risks. The ability to track updates in real time and get instant feedback has made it possible to address compliance issues before they escalate into bigger problems.

“We now have full insight into the status of all mandates and related tasks, which allows us to proactively steer compliance,” says Miranda. “Instead of waiting for issues to arise, we can act early to avoid penalties or fines. We can even track and report on status, which was something we couldn’t do before.”

This digital approach has also led to cost savings. By staying ahead of compliance requirements, Worldline has been able to avoid penalties and fines that could have resulted from missed deadlines or overlooked publications.

“The best part is that we’re in full control now,”

“We’ve reduced the risk of compliance issues and saved on costs that we would have otherwise incurred due to non-compliance. Plus, we can now invest our time in more strategic activities that bring real value to the company.”

Maybe the most rewarding outcome of this transformation has been the ability to free up the team to focus on higher-level, strategic work. By automating the tedious, time-consuming aspects of compliance management, Worldline has given their team the time and resources to dive deeper into the issues that require their expertise.

“The automation of schemes updates distribution has allowed us to spend more time on high-value work,” says Martin. “We’re no longer bogged down by repetitive and manual tasks. We can focus on strategic decisions and proactive compliance management, which ultimately improves our productivity.”

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Martin Barendregt showcasing Worldline’s implementation of Kajo

Worldline’s journey with Kajo is a great example of how adopting the right technology can transform a complex compliance process. By automating key tasks, centralising publications, and providing real-time visibility, Worldline has improved operational efficiency, reduced costs, and gained greater control over its compliance efforts.

“The transformation has been incredible,” says Miranda Rodigas, Head of Scheme Management at Worldline. “With Kajo, everything is in one place, publications are automatically made available, and tasks are assigned based on our specific configuration. It has eliminated the need for manual downloads and updates, and we can track progress every day.”

“We’ve gone from managing compliance reactively to proactively steering it with full insights,” says Martin. “This shift has not only improved our compliance but also allowed us to focus on what really matters: delivering value to our clients.”

Worldline, a leading player in the payments industry, faced a massive challenge: managing compliance across multiple schemes such as Visa, MasterCard, JCB, Discover/Diners Bancontact and UnionPay, with over 150 publications each month. Each publication resulted in a cascade of tasks that had to be manually assigned and managed. This manual process was neither sustainable nor efficient and often led to missed opportunities.

Rivero x Worldline

From manual processes to automated risk management: how Worldline transformed scheme compliance with Kajo

 embarked on her career in the payment sector in 2000 as a fraud analyst at Swisscard. Starting in 2006, within GE Money Bank AG and later Cembra Money Bank AG, with a diverse range of roles spanning across fraud & chargebacks, operational processes, strategy & controls, she transitioned to scheme compliance in early 2022. Since November 2023, Claudia has been serving as card scheme manager at PostFinance.

 entered the financial industry in 2007 as Risk Manager and later as the Head of Risk Management at SIX Payment Services (Worldline). His journey continued as a card schemes relationship manager at SIX and the Nexi Group. Alain has been a card scheme manager at PostFinance since November 2023.

The challenges of scheme compliance before Kajo 

One significant hurdle we faced was the sheer volume of announcements that required manual review and distribution among several stakeholders, consuming significant time and resources. Additionally, the absence of an audit trail made it difficult to effectively track changes over time.

Close communication with our teams  (email or monthly meetings)to monitor the progress was also rather daunting, given the multitude of announcements to track.

Overall, the process was manual, time-consuming, and susceptible to errors.

We had two primary objectives: streamlining our process and enhancing our auditing capabilities.

We recognised the need for a centralised solution that could help to efficiently manage the various aspects of compliance, thus reducing manual efforts and improving overall efficiency.

Secondly,  to maintain transparency and accountability within our compliance operations, we were looking for an auditing option that would enable us to record, track, and access the history of actions and communications for reference purposes. 

Kajo proved to be the ideal solution for addressing both needs: 1) to streamline operations and eliminate redundant tasks, and 2) to provide a comprehensive audit trail of all compliance-related decisions and activities. 

The onboarding experience and adoption across the organisation

The onboarding process and transition to Kajo was smooth and seamless. 

Kajo’s self-explanatory and user-friendly interface made it easy for our team to grasp its functionalities. After completing only a few quick training sessions to familiarise the team with Kajo, they quickly adopted and began using it right away.

The process improvements after the roll-out of Kajo 

The implementation of Kajo has indeed brought about a significant transformation in our scheme management process. Gone are the days of exhaustive analysis of every single bulletin. 

With Kajo, the platform streamlines the identification of subject matter experts, automates task distribution, and facilitates feedback and progress tracking. The comments feature fosters seamless communication among stakeholders, while the overview of effective bulletin dates ensures alignment on deadlines across different functions. 

This centralised approach provides us with an accessible overview of our compliance status, aiding in prioritising key topics and significantly reducing the risk of missing actions or due dates.

As Kajo is constantly evolving with new features, we expect even more improvements in our process. For example, we are looking forward to the upcoming release of Kajo with self-servicing capabilities, which will further enhance our efficiency and effectiveness in scheme management.

Our experience working with the Rivero team has been exceptional. We would give them a solid 10 out of 10. Whether it's a technical inquiry or clarification on an announcement, the Rivero team is very supportive and responsive.

Additionally, we can always share product feedback and feature ideas and the Rivero team always listens and addresses our suggestions.

PostFinance's roadmap to success with Kajo

Mastering scheme compliance: PostFinance’s roadmap to success with Kajo

 began his career in the payment sector at Cornèr Bank in 1992, starting out as a programmer. Over the years, he gradually transitioned to the business aspects of payments. For the past 12 years, he has been dedicated to his role as head of IT card management and scheme compliance manager at Cornèrcard and stepped into the Vice President position in 2020.

 has worked at Cornèr Bank for more than 21 years, starting out as a Divisional Financial Controller. He transitioned into the scheme compliance domain in 2017 and has been a scheme compliance manager since then, ensuring the banks' adherence to the payment networks’ standards and regulations. 

Christian Tessari (left) and Francesco Di Meo (right)

What challenges have you been facing in managing compliance with payment networks?

The organisation and scheme management processes were becoming increasingly complex, leading to an escalating workload each year. We had a large team dedicated to analysing scheme announcements, holding monthly meetings, manually downloading these announcements, and individually checking them. 

This process also involved meticulously tracking the responsible stakeholders, timelines, and deadlines. However, the manual nature of these tasks presented risks, especially when issues arose, making it challenging to trace back to the root of decisions and understand the reasoning for a compliance oversight. 

In an effort to streamline our processes, we transitioned from using spreadsheets to adopting other tools. Despite these efforts, managing these tasks remained cumbersome. Our goal was to consolidate all relevant information in one place, ensuring clear accountability for each decision.

We recognised the need for improvement but were not aware of any solutions on the market that could help us. When we learnt about Kajo, we realised that Kajo could very well address our needs and help us with the challenges we were facing.

With Kajo, we not only streamlined and centralised our scheme compliance process in one place but can now keep a good audit trail of all compliance-related decisions and activities. This allows us to easily review and understand the rationale behind each compliance decision and action.

How was the onboarding process? Did you face any challenges in the adoption of Kajo across your organisation?

Initially, it was a challenge for our team. However, that sentiment faded when Kajo showed its value to the stakeholders. Kajo's capabilities in streamlining the process and distribution of schemes-related announcements and activities convinced the stakeholders.

In addition, Kajo's simple and user-friendly interface made the onboarding process for new team members very easy and accelerated the adoption of the product across the organisation.

How did the process improve after the adoption of Kajo?

Kajo has transformed our approach to scheme compliance management, making it more efficient and reliable. For example, by integrating Kajo and tailoring it to our company's compliance framework, we no longer have to sift through information irrelevant to us. Kajo filters out irrelevant scheme announcements, making it easier for us to focus on updates and mandates impacting our business. In addition, the reminder system for overdue tasks has been particularly beneficial in preventing missing deadlines.

Could you please share your experience working with Rivero?

We have had a very positive experience working with Rivero. The Kajo team is very responsive and knowledgeable. They have always helped us when we had questions or faced issues. The team's openness to feedback and continuous updates based on our needs have made Kajo an indispensable tool for our compliance management.

A sit-down with Francesco di Meo & Christian Tessari on their experience with Kajo


Simplifying scheme compliance: Cornèrcard's success with Kajo

Sandra has built a solid career in the finance industry, accumulating more than 20 years of experience. She joined Bank Frick in 2019 and has since been responsible for managing compliance and underwriting operations in e-commerce.

Please tell us about the challenges you were facing in the scheme compliance process.

Before adopting Kajo, we dealt with a lot of manual tasks. We needed to constantly monitor the Mastercard and Visa portals for all the latest updates, examine all information thoroughly, and identify the parts relevant to our role as a European acquirer. This process also required us to determine which teams in our company would be affected, inform them about the updates, and ask for their feedback on the compliance status.

When multiple departments were involved, we actively reached out to each stakeholder and held frequent internal meetings to keep everyone informed and clear about their tasks. This process was also quite time-consuming.

The administrative work and communication were getting heavier, given that the schemes’ frequency of publishing new compliance requirements was not slowing down. 

In addition, the varying methods of managing and tracking compliance within our team sometimes added to the complexity.

We had been seeking a long-term solution to streamline our processes, yet we did not find one until we encountered Rivero, a European FinTech.

The simplicity and user-friendliness of their system stood out to us. Instead of an overly complex compliance solution with unnecessary features, we wanted a straightforward solution dedicated to scheme compliance.

How did Kajo help with operational efficiency in the scheme compliance process?

Kajo has notably streamlined our processes. Distributing bulletins and informing various impacted stakeholders is now as simple as a click of a button. I can effortlessly review Kajo's suggestions about the impacted stakeholders and ensure that the relevant people are assigned to the bulletin or determine if someone else needs to be involved. 

The bulletin overview greatly aids in tracking our compliance status, clearly showing what has been completed and what is still pending. This level of visibility is essential, especially when involving multiple departments. We sometimes have compliance requirements that involve several teams, including operations, risk, compliance, and finance. Kajo has made collaborating in these cases much more efficient compared to past experiences.

Moreover, Kajo notifications make it easy to track when a stakeholder provides feedback and when a task is completed. 

The way we communicate and collaborate on the compliance requirements within the organisation has improved significantly. Previously, numerous meetings and calls were necessary to ensure everyone had the same understanding of the tasks. Now, we efficiently use features like notes and comments in Kajo to communicate and stay informed about the compliance activities of other teams on the same requirement.

Adopting Kajo has enhanced our processes and work practices and has brought about notable improvement. Getting started with Kajo was relatively easy, and the feedback from everyone in our organisation has been positive, regarding the solution as simple, easy to navigate and intuitive.

What is your experience working with Rivero?

Working with Rivero has significantly streamlined and simplified our processes. The tool is very user-friendly. Kajo is a straightforward solution which focuses on scheme compliance. Tracking tasks and gaining a comprehensive view of the status of each department and all individuals involved is very easy. 

The Kajo team and customer support receive a five-star review from me. Their solution-oriented approach makes working with them a delightful experience.

An interview with Sandra Willi, scheme compliance and underwriting operations manager at Bank Frick.

How Kajo helped Bank Frick simplify the compliance process with payment networks

Viseca’s goal is to provide best in class services for partner banks.

One of the essential services that Viseca is offering to its partner banks is back-office operations, from customer service to fraud and chargeback handling. What is critical for Viseca is to bring efficiency and excellence to these operational processes to provide best in class services to their partner banks.

Fraud and chargeback handling is becoming more and more challenging.

Fraud and chargebacks handling are among the core back-office operations, often neglected when it comes to innovation. Chargeback is one of the fundamental payment processes established by payment networks like Mastercard, Visa, and Amex to protect cardholders in cases of fraud or when there is a problem with the merchant fulfilment of the cardholder’s purchase.

It is becoming more and more difficult for issuers to process an increasing volume of chargebacks driven by the launch of e-commerce capable modern debit cards (Debit Mastercard, Visa Debit) and the overall increase in e-commerce transactions.

According to Nicolas Glück, Senior Risk Specialist at Viseca Payment Services SA, it was nearly impossible to improve the chargeback process with their previous application. He added, “the application was not being further developed and optimized according to our needs, which is no longer in line with today’s requirements in the digital age”.

Modern SaaS solutions help to bring continuous improvements to the chargeback process.

“When looking for a replacement for our existing application, what made us decide for amiko and Rivero as a partner was the trustworthy, creative and engaging relationship that we experienced with Rivero early on. We were actively involved in prioritising functionalities and features that add the most efficiency to our process. The Rivero team was very supportive and flexible to take our needs and priorities into consideration and involve us in such discussions from day one,” Nicolas Glück said.

“Two main factors tipped us in favour of amiko. Firstly, amiko, as a SaaS solution, does not require management and maintenance on our side nor does it require integration with our payment processor. Secondly, having a SaaS solution updated regularly with new features and functions without any effort on our side is completely new in the chargeback world. We realised that such a SaaS solution not only reduces efforts on our side but also removes the need for typical lengthy and costly change requests that we were used to”. Patrick Dessouslavy, Head Operations Risk Management at Viseca Payment Services SA

From an integration point of view, Thomas Herzog, Senior Program and Project Manager at Viseca Payment Services SA, said: “It was the easiest project I have had so far, which is not very typical in our domain. The Rivero team is well-informed about our business and our needs; the project materials and documents were well-prepared. I have never had the experience of having all documentation and information needed to start a project, and that made it very easy for us”. He added that “usually, if you are working with providers of software/SaaS solutions, the technical documentation is available but typically what you don’t have, is the business view. However, in this project, Rivero provided us early on with the business documents and information that was very helpful for us to do our part internally”.

Riccardo Botti, IT Project Manager at Viseca Payment Services SA, added that “getting amiko up and running on the IT side went very smooth and with minimal effort on our side. The solution architecture is designed in such a way that it reduces the IT effort on the issuer side. All we needed to do was to set the configuration and spin-up one server with internet connectivity in our data centre”.

For Viseca, it was important that the launch goes smoothly and the team can get up to speed with amiko quickly. According to Fabio Sulzberger, Head Fraud Operations at Viseca Payment Services SA, “the go-live went very smoothly. The Rivero team was very responsive to resolve any small issues”. Nicolas Glück added, “we had never experienced such a level of communication and responsiveness. Whenever we reported a small issue, it was fixed on the same day or at the latest the next day”. Fabio Sulzberger continues, “everyone in my team is pleased working with amiko; they found the product efficient and user friendly, and they appreciate that they can communicate their wishes for new features and functionalities. Rivero has also been diligent in collecting the team’s feedback and suggestions and putting them on the product roadmap”.

Concerning the product roadmap and future features, Nicolas Glück says that “What I appreciate is that we have an excellent overview of the product roadmap. We know what features are being developed now and what is next on the roadmap, and we can communicate our priorities to Rivero.”

We do not stop in the back-office. The next step is cardholder self-servicing!

Continuous improvement is key to Viseca. “Our partnership with Rivero just started. As a next step, we are looking forward to launching self-servicing to our customers via Viseca’s strong digital channels, “one app” and “one portal”. I am personally very much looking forward to having automation as part of the chargeback handling process. That, together with the cardholder self-servicing, will bring much-needed efficiency to the process and change the chargeback world,” said Nicolas Glück.

“amiko has opened up new doors for us by enabling us to offer digital services in further operational domains, such as handling insurance claims”. Patrick Dessouslavy, Head Operations Risk Management, Viseca Payment Services SA.

Patrick Dessouslavy continues that with Rivero, Viseca will bring more innovative solutions and best-in-class services to their partner banks and their cardholders.

Viseca’s goal is to provide best in class services for partner banks.


Discover the Effortless & Speedy Integration with a SaaS Chargeback Product — Amiko

We had the pleasure of interviewing Thomas Carrara, representing the Scheme and Operational Compliance Team at Viseca in Switzerland. The team has 20 years of combined experience in various roles and responsibilities in the payment industry. Viseca is one of the leading card issuers (debit and credit cards) and issuing service providers for Kantonalbanken, Raiffeisen Group, Migrosbank, Bank Cler and several regional banks.

How is the scheme compliance process organised at Viseca?

As a licensee of Mastercard & Visa, Viseca has a dedicated team called Scheme & Operational Compliance, taking care of both scheme compliance and operational compliance.

As the Scheme and Operational Compliance team, we are the second line of defence. One of our primary responsibilities involves analysing newly announced scheme rules and updates and adjustments to the existing rules, distributing them to all relevant stakeholders (internal & external) and supporting them in implementing the changes to stay compliant.

What challenges did you have in managing the scheme compliance process?

One of the biggest challenges was the workload. The process in place consisted of many manual steps. We had to download the announcements from individual scheme portals, review them one by one, upload them to other sharing platforms to distribute them to relevant stakeholders and keep track of the progress in a spreadsheet. The manual process, the steadily increasing number of announcements published by the schemes, involving more and more stakeholders due to the ever-expanding complexity of all the topics, resulted in a massive workload for the team.

Since the scheme announcements are a crucial part of the Mastercard and Visa rules and regulations, which we need to be compliant with as a licensee, one of our main responsibilities and objectives is continuous stakeholder education. As a significant amount of our working hours was spent with administrative work, too many hours really, we realised that being able to provide the service we want and need to provide to all the involved stakeholders as well as fulfilling our various other tasks would soon be virtually impossible in the current setup. We also saw no potential to improve the existing process further and came to the conclusion that we need to scan the market for a new solution that fits all our needs. Primarily means less manual labour for the team and, ideally, an all-in-one solution.

We saw the need to improve the manual work we had to do as a team, especially since other topics required our attention and time.

When we were presented with the opportunity to get Kajo, we realised that with Kajo, we would be able to maintain the workforce in the team and still manage the increasing workload. We were faced with either automating the processes with Kajo or adding additional FTEs to the team, as the workload would have been no longer manageable.

What processes & tools were in place before Kajo? And how did Kajo improve the process?

Before Kajo, we had two processes and tools for internal stakeholders and partner banks.

For internal stakeholders, we misused the JIRA board. However, as JIRA is a generic issue-tracking tool, the setup was not tailored and well-suited to the scheme compliance process. For the partner banks, we used a file-sharing portal to send them the PDFs with additional files and maintained an Excel spreadsheet for the overview. As a result, we had to keep two separate processes and tools, which was very labour-intensive.

Now, with Kajo, we manage everything in one place. Internally, Kajo is clearly positioned as a scheme compliance management tool, and everyone who is a stakeholder uses Kajo for this process. For our partner banks, we have integrated Kajo into the service portal using the Kajo sync ability with ServiceNow. Therefore, we can exchange with them via Kajo and receive their feedback in Kajo. This has made our lives much easier as we can now manage internal and external stakeholders in Kajo.

Another advantage of Kajo is the managed service. Rivero takes care of many administrative parts: Downloading and reviewing the new scheme announcements, uploading them to Kajo, providing guidance on each bulletin, and identifying the right stakeholders for each announcement. We just need to review and confirm the assigned stakeholders. The administrative part alone has been a considerable workload relief for us.

If you have been a scheme compliance manager for a while, you can quickly realise that the people behind Kajo know and understand this process and that knowledge is mirrored in the product. The product is clean and tidy. You don’t have things you do not need.

The interface is user-friendly and easy to work with, making onboarding easy.

Another aspect of Kajo that we would like to highlight is the Kajo Expert Guidance provided by Rivero Scheme Compliance Experts. We found this very helpful and valuable in interpreting and understanding what is requested by the schemes.

How was the user onboarding & training for Kajo?

All we did for user onboarding was to provide the stakeholders with a short and straightforward manual, and that was it. Onboarding people to Kajo went very smoothly for two reasons:

What do you appreciate the most about Kajo?

With Kajo, we can focus our time and expertise on the actual work rather than the admin part of the process, which takes up so much time. In addition, having the Kajo Expert Guidance has been very helpful for us. It is always valuable to read the interpretation of other experts to see if we have the same understanding of a topic, and Kajo Expert Guidance provides us with that.

How was your experience working with Rivero?

It’s been a great experience working with Rivero. The response time is very short. If we have ideas for product improvement, the product owner gladly takes them to the backlog to be implemented without additional costs. This is very different from the usual change request model in our industry. Having worked with several partners and suppliers, Rivero's customer orientation and customer-focused approach is very refreshing.

What would you say to other businesses facing the same challenges in the scheme compliance process?

We have been lucky enough to recommend Kajo & Rivero as a partner to several banks. And if I want to put it in one sentence, I would say: Just go for it. Kajo will make your life much easier, as simple as that. Any player working in the payment industry will significantly benefit from using Kajo.

An Interview With Thomas Carrara Representing the Scheme and Operational Compliance Team at Viseca

Transforming card scheme compliance with Kajo

Daniela Franzin started her career in the payment industry in 1987. Since the beginning, she has been focused mainly on risk management and risk operations, including fraud, fraud prevention, disputes, debt collection and debt management. Throughout her career, she has led several chargeback teams on both the issuing and acquiring sides. She is Head of Dispute and Claim Resolution at Viseca Card Services SA in Switzerland.

What are the main challenges you see in the chargeback process?

In the chargeback process, we are constantly working against time. Therefore, the primary challenge of every chargeback team lead is to enable the team to process more disputes in less time.

Analysing a dispute involves a few steps, like getting a cardholder statement, preparing the documents, submitting the chargebacks and communicating with the cardholder. All these have to be done on time to meet the chargeback timeline and keep the cardholder updated about the latest status. Failing to do so means losses for card issuers and additional customer calls for the chargeback team.

What makes the ideal chargeback solution from your perspective?

As mentioned, the chargeback process consists of collecting cardholder statements, preparing the documents, submitting the chargebacks, crediting and communicating with the cardholder. While most chargeback tools cover the “submission” part of the process, for me, an ideal chargeback solution should bring all these parts together. Only then can the team work efficiently without switching between several systems and having media breaks between the team and cardholders.

What makes a chargeback team efficient is to be able to:

These tasks can take tremendous time, which can be better invested in analysing more chargebacks and not missing the timelines.

Why did Viseca choose Amiko over other alternative chargeback solutions?

The first time I saw the very first version of Amiko, I could tell that the product had been designed and developed with operational issues in mind. It was apparent that the people who have built this solution understand the chargeback process and the challenges card issuers face.

In addition, we appreciate the open approach of Rivero in involving customers in product development. From the beginning, we have been actively engaged with Rivero. The Rivero team always takes our ideas and suggestions seriously, which we often do not experience in this domain.

What was your first experience working with Amiko?

Amiko is the easiest-to-use chargeback solution I have ever seen. I had 45 minutes of training a few months before we went live. The first time I logged in to Amiko, I did not need to get back to the training materials to find my way around the interface. Amiko is exceptionally user-friendly, intuitive and self-explanatory, and for a chargeback team lead, there is nothing more important than easy team training. Whenever we onboard new team members, we spend about 1.5 hours sitting with them, letting them work with Amiko, and just giving them some tips. After that session, they can work independently and without additional training.

Another thing that excites me about Amiko is how efficient and fast we can work. The user interface is truly designed to do way more with fewer clicks and in much less time. Also, several features such as bulk case creation (to create hundreds of cases at once) and bulk chargeback submission (to submit several chargebacks at once) save us a lot of time and effort.

What do you enjoy or appreciate the most about Amiko?

In my career in the chargeback domain, I have worked with several chargeback applications. However, I have never seen a solution that includes everything. So basically, with Amiko, you have it open in the browser and have everything you need right there. Whether you want to communicate with the cardholder, see the transaction details, prepare the documentation, submit the chargebacks or make the cardholder account adjustment, they can all be done in one place. These capabilities and a user-friendly and self-explanatory interface make working with Amiko and onboarding new team members very easy.

Do you have any results on the efficiency gain to share with us?

We calculated how much time it takes for a chargeback analyst to submit a regular chargeback (with a common reason code) in 3 different chargeback systems: 1) the chargeback application we used before, 2) the portal of one of the payment networks and 3) Amiko.

In our calculation, we also considered the time spent on all preparation needed before submitting the chargeback. The result showed that a chargeback analyst can handle double the number of chargebacks with Amiko compared to the industry-leading chargeback solution. Comparing Amiko with the chargeback portal of a payment network, we can process 2.5 times more chargebacks during the same time it takes on the portal of a payment network.

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The efficiency gain becomes even more significant when comparing the time spent submitting multiple chargebacks on the same card, which is quite common, especially for fraud-related chargebacks. Contrary to other chargeback systems, with Amiko, there is no need for repetitive steps, meaning handling ten or more chargebacks takes the same time as handling a single one.

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In our calculations, we focused on the process in the back office (analysing and submitting). For example, we did not consider the time it takes to communicate with the cardholder or adjust the account. Considering those, I expect the efficiency to increase even more, especially once we roll out the Amiko bi-directional cardholder channel and self-servicing.

What is the next feature of Amiko that you will roll out? And how do you expect that to help you even more?

We will roll out the bi-directional channel between the cardholder and the chargeback analysts in a few months. I expect that it will improve the efficiency even more in two ways:

We believe this next step will increase the efficiency of our teams even more. Of course, we will closely monitor how opening such a channel can impact the chargeback volume. To do this gradually, we will first start with the back-office initiated cases, where we reach out to the cardholders for additional input via the digital channel. In the next step, we will then open up the self-servicing part.

How was your experience with the integration project and working with Rivero?

I have one word for it: Excellent! It’s great to talk to people who know what they are doing.

I have years of experience working with service providers, explaining the business needs and operational challenges in the chargeback domain. With Rivero, it has been effortless. We feel that the people building Amiko have a deep understanding of the chargeback domain and listen carefully to the needs and wishes of their customers.

Would you recommend Amiko to other card issuers? Why?

I strongly recommend card issuers consider Amiko and invest in this outstanding solution. I think every card issuer needs to start looking into efficiency sooner or later, and chargeback is one of those processes with great potential. Therefore, I am confident that investment in solutions like Amiko will undoubtedly pay off in efficiency and improve cardholder experience in this process.

An Interview with Daniela Franzin, Head Dispute and Claim Resolution at Viseca Card Services SA