At a glance
Teams BPO supports manual fraud review, payment-risk operations, disputes, chargebacks and quality management through managed teams aligned to client procedures, service levels and escalation requirements.
Teams BPO supports manual fraud review, payment-risk operations, disputes, chargebacks and quality management. The service group is designed for fraud, payments, risk and operations leaders that want to move defined operational work into a managed delivery model with clear accountability and performance measures.
Fraud, payments and risk operations
Review and operations support can include:
- Review queued alerts or cases
- Gather relevant account and transaction context
- Apply documented fraud-review criteria
- Document dispositions
- Escalate ambiguous or high-risk cases
- Support QA and trend feedback
- Transaction review
- Fraud case review
Delivery model
Teams BPO provides trained review teams, team leadership, QA and performance reporting across fraud, payment and dispute operations. Work can be organized by case type, priority and turnaround requirement, with escalation for higher-complexity cases.
Performance management
Fraud and payments operations typically balance review quality, turnaround and queue control. Measures can include:
- Review turnaround
- Decision accuracy
- False-positive rate
- Escalation rate
- Backlog age
- Quality score
- Cases per hour
Performance reviews should consider case quality, turnaround, backlog and escalation trends together.
Technology in the workflow
Risk tools, rules and AI can prioritize or enrich cases. Review teams apply established review criteria, document outcomes and handle exceptions.
When this model fits
This model is suited to recurring review queues where cases follow established criteria and escalation paths.
Building the right team
Teams can be structured around case type, volume, coverage and review complexity, with training, QA and supervision aligned to the operation.
Related services and insights
Fraud Operations Outsourcing
Managed manual fraud-review operations for queued cases, policy application, case documentation and escalation with defined process controls, quality.
Payment Fraud Review
Managed payment-fraud review for transactions and accounts that require human assessment under defined risk policies with defined process controls.
Transaction Review Operations
Managed manual transaction review for risk, fraud or policy exceptions that require documented human assessment with defined process controls, quality.
Chargeback Management Outsourcing
Managed chargeback operations covering intake, classification, evidence preparation, deadline management and status tracking with defined process.