Our webinars bring together industry experts and practical know-how to help issuers tackle their most pressing challenges. Browse the full library to watch on-demand, revisit key discussions, and find ideas to strengthen your operations.

Webinars

From case resolution times to recovery rates, the right data can guide smarter decision-making and better results. We’ll walk through the essential KPIs for issuers, how to track them effectively, and how to use them to improve both compliance and customer satisfaction.


Watch the webinar on-demand 

Without the right metrics, it’s hard to know if your fraud recovery and dispute management strategy is working. This webinar helps you focus on the KPIs that truly matter.

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Are you flying blind? The KPIs every issuer needs for fraud and dispute recovery

We are frequently invited as guest speakers on topics related to payments. Here you will find our latest appearances.

Podcasts

In a recent episode of SoarPay’s PayPod, Rivero's Co-Founder and Chief Growth Officer, Fatemeh Nikayin, dived into the transformative role of Machine Learning in modernizing payment dispute processes for banks. 

During the conversation, the importance of data sovereignty in SaaS solutions for banks is highlighted. With our solutions 

 designed with privacy and compliance at their core, Fatemeh emphasizes how automation not only streamlines operations but also serves as a pivotal tool in building and maintaining customer trust. 


A key takeaway from the conversation is the nuanced application of AI in regulated industries. Fatemeh advocates for a balanced approach that combines rule-based automation with human oversight, ensuring both efficiency and compliance.

Have a listen below:



Rivero Co-Founder Dr. Fatemeh Nikayin recently joined SoarPay’s PayPod to discuss how AI-powered solutions are transforming payment dispute management, enhancing customer trust, and modernizing banking operations

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🎧 Automating Bank Disputes to Build Trust

News

We’re proud to partner with Swissquote to enhance their customer experience when it comes to dispute management with our all-in-one SaaS dispute management solution 

By leveraging Amiko’s case management as well as intelligent self-service chatbot, Swissquote is streamlining back-office and front-office dispute operations, reducing manual effort, and improving the dispute experience for their customers.

Together, we’re setting a new standard for efficient, automated, and customer-first dispute management in the banking industry.

We’re proud to announce our partnership with Swissquote, aimed at transforming dispute management through Rivero’s all-in-one SaaS platform, Amiko. By leveraging Amiko’s advanced case management features and intelligent self-service chatbot, Swissquote is optimizing both back-office and front-office operations, significantly reducing manual workloads and enhancing the customer experience.

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Rivero Partners with Swissquote to Elevate Dispute Management Using Amiko

Learn about the operational challenges and risks associated with compliance with payment networks like Visa and Mastercard and find out how to simplify this process and make it more manageable and efficient.

Scheme Compliance

Given that a large number of compliance requirements from payment networks, such as Visa and Mastercard, impact the payment processing rail, many assume that payment network compliance can be outsourced to payment processors, especially since most changes are likely to affect the payment processing systems. 

But that’s a risky shortcut. This increases the risk that the license holder (issuer or acquirer) may miss compliance updates or requirements, which can result in significant financial or operational issues.


Why outsourcing payment network compliance is not a good idea


Sometimes, card issuers or acquirers completely rely on their processor to manage compliance with Visa and Mastercard because they assume:    

As a result, they do not see the need to have in-house experts managing payment network compliance. But, from the payment networks’ perspective, issuers and acquirers remain fully accountable for any non-compliance or oversight. And it goes beyond technical updates: the communications from payment networks also cover critical non-technical information, such as fee changes, interchange updates, and product modifications, that typically concern only the licensees and not the processors. 

Relying solely on a processor for timely access to such updates can increase the risk of missing key information, which could potentially lead to financial and operational consequences for the bank.

  
The risks of delegating network compliance solely to processors 


While processors are responsible for parts of the compliance updates when impacting the processing side, they are not liable to the payment networks when it comes to non-compliance. The principal license holder remains fully accountable to the payment networks. 

During compliance audits, payment networks expect license holders to demonstrate both external and internal oversight. Even if certain payment services are outsourced, the bank, as the principal license holder, still needs to ensure that third-party service providers are compliant with the latest updates. 

Payment networks are clear: you can outsource the work, but not the responsibility.  Outsourcing an area of business, such as processing, does not shift accountability away from the principal member.

So the question, especially for smaller banks, is: how do you stay in control and keep an overview of compliance with networks without making it an operational burden?

The volume of updates and requirements from payment networks continues to grow, making it increasingly challenging to manage this critical operational process manually. Many banks are now investing in technology that simplifies workflows, reduces manual effort, and automates wherever possible. While some choose to build internal systems, others rely on specialised solutions to bring structure and automation to the process.

, a solution designed specifically to help banks of all sizes efficiently manage payment network updates, without losing visibility or risking compliance oversights. Our goal is to enable licenseholders of payment networks to stay ahead of updates and changes. You stay in control, avoid missed updates, and get everything you need in one place. 

Do you want to learn more about Kajo? Join our 

Many banks rely on processors for payment network compliance, but that doesn't shift responsibility. Learn why outsourcing isn’t enough and how to stay in control without adding overhead.

Outsourcing payment network compliance

Why banks can’t outsource payment network compliance

Every update from Visa, Mastercard, and other networks holds valuable insights, if you know how to interpret and apply them. In this conversation, we show you how to shift your perspective: from “keeping up” with requirements to using those changes to improve operations, strengthen compliance, and even spot market opportunities.

Payment network updates don’t have to be just another compliance checkbox. This webinar explores how you can use them to gain a competitive edge.



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Beyond compliance: Turning payment network updates into competitive intelligence

From keeping up with shifting rules to managing resource-heavy dispute processes, issuers face a range of obstacles. In this session, our experts share first-hand experiences, proven strategies, and answers to the questions you might not even know to ask. Whether you’re looking to improve internal processes or get better results from your dispute operations, you’ll leave with actionable ideas to put into practice.

Fraud recovery and dispute management can feel like a constant uphill climb. In this webinar, we bring clarity to the biggest challenges issuers face and offer practical ways to overcome them.

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The biggest challenges in fraud recovery and dispute management — answered

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

Success Stories

One of the UK's leading independent omnichannel payments providers, DNA Payments is built on innovation. But as they grew, managing scheme compliance manually was causing issues and they looked for a more efficient process that encourages cross-collaboration.

“We were managing card scheme compliance bulletins manually — excel sheets, emails, meetings — everything was fragmented,” 

recalls Janannee Harroo, Director of Risk & Compliance at DNA Payments. 

“Tracking updates was a challenge, and staying compliant felt like a constant uphill battle.”

Having spent nearly a decade in the payments industry, Janannee knew firsthand the complexities of scheme compliance, and how resource-intensive it can be. When she joined DNA Payments, the organisation was at an early stage of its acquiring journey, having just received its scheme license. Bulletins needed to be reviewed, assigned and actioned across teams, but without a structured process, the team was getting pulled in too many directions.

Hire more people to track compliance manually or find a smarter solution? For Janannee, the choice was obvious.

"As a fintech, technology is in our DNA. It was a no-brainer to seek a solution that could simplify our processes, provide an audit trail, and free up valuable resources."

Enters Kajo, Rivero's scheme compliance and payment network updates management solution. At the time, both DNA Payments and Kajo were in early growth phases, making it a natural partnership.

 "Kajo evolved alongside us, continuously improving based on real-world usage and feedback."

With Kajo, tracking scheme updates stopped being a manual hassle. Kajo provided a structured, centralised system for accessing and managing scheme bulletins, eliminating the need to rely on spreadsheets and scattered email threads. Teams can filter updates, assign tasks and track progress, all in the same place.

The transition was smooth, thanks to Kajo's user-friendly interface, and was quickly adopted across teams.

Automation, audit trails, and a single source of truth

The impact of Kajo was immediate. No more lost emails, complicated spreadsheets or missed updates. Decision-making became faster, tracking became easier and efforts became more transparent. And with a clear audit trail, demonstrating scheme compliance to regulators became effortless.

"The solution isn’t just about tracking scheme compliance, it provides visibility and structure," says Janannee. "Instead of chasing updates, we have a centralised view of everything in one place."

While Kajo solved the major pain points, adoption and engagement across teams became the next challenge. DNA Payments appointed a dedicated team member to lead engagement, ensuring that employees across departments utilised the platform effectively.  

By acting as a centralised knowledge hub, Kajo also played a key role in spreading payment knowledge across the organisation, helping teams beyond compliance 

 stay informed about key regulatory updates and scheme requirements. This cross-functional visibility ensures that all departments across the organisation can proactively adapt to changes, avoiding last-minute adjustments, and foestering a culture of awareness and preparedness across the organisation.

"Scheme compliance affects more than just risk teams. It impacts product, fraud, operations, everyone," Janannee explains. "We’re working to integrate Kajo further into our workflows to drive even greater efficiency."

With continued collaboration between DNA Payments and Rivero, new enhancements are on the horizon, including improved data analytics and dashboard functionalities.

More than just the technology itself, Janannee highlights Rivero's exceptional support as a key factor in DNA Payments' ongoing commitment to Kajo.

"The responsiveness of the Rivero team is incredible," 

"Anytime we have a request, we get a prompt and serious response. That level of service is why we continue to invest in this solution."

For other financial institutions struggling with scheme compliance, Janannee’s advice is clear:

"If your challenge is tracking bulletins and ensuring compliance in a structured way, Kajo is the right solution. It has simplified our processes, increased efficiency, and reduced all hassle. The time saved, the clarity gained… it’s a game changer."

As DNA Payments continues to grow, Kajo remains an essential part of its compliance strategy, proving that the right technology can transform even the most complex processes into an easy operation.

DNA Payments Success Story

From admin to strategy: DNA Payments’ journey to a knowledge-first approach

We’ve been busy sharing fresh ideas and insights on the future of banking and payments in some amazing podcasts this year. If you missed them, don’t worry, here’s a quick recap!

, we focused on the back-office operations of banks — a vital, often under-appreciated aspect of the financial ecosystem. The conversation emphasised how adopting emerging technologies like AI, automation, and cloud systems can revolutionise this space, improving not just efficiency but also compliance, cost management, and operational agility. 

The takeaway? Back-office operations are no longer just support functions. They are integral to a bank's success and growth. As banks face mounting pressure to stay competitive, embracing digital transformation is no longer optional. It's a strategic necessity.

This episode serves as a powerful reminder that improving internal operations is just as important as enhancing customer-facing services. With the right tools and strategies, banks can drastically increase their agility, adapt to market changes faster, and create a more seamless customer experience. 

 where our CEO Thomas Müller reflected on the evolution of payment solutions. As the payments industry continues to transform with innovations like embedded finance and cross-border payment solutions, Rivero is leading the charge in creating seamless, scalable solutions that benefit both businesses and consumers. 

The future of payments goes beyond just transferring money. It’s about enhancing the customer experience through faster, more secure transactions and creating an ecosystem where payments are embedded seamlessly into everyday experiences. His insights underscored the importance of adaptability and innovation, especially as the payment space becomes more fragmented and complex. 

Both episodes offer a valuable glimpse into the direction of financial services in 2025. If you're keeping up to date, these conversations are packed with actionable insights and thought leadership on how technology is reshaping both banking operations and payments.

Podcasts Q1 2025

From back-office to payments: Key insights from our latest podcasts

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 400% 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.

If you'd like to learn more about Amiko, join our monthly 

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

PostFinance Amiko Success Story

PostFinance on the efficiency gain to their fraud and dispute management

Simplifying payment operations for banks — scheme compliance, dispute management, fraud recovery and industry trends.