Case Study: Eastman Credit Union achieves minutes‑long fraud dispute resolution and major cost savings with Q2 Software

Eastman Credit Union - Customer Case Study

Eastman Credit Union, a not‑for‑profit financial cooperative founded in 1934 with about $4 billion in assets, 200,000 members and 25 branches, needed a better way to protect members from rising card fraud. Large breaches in 2015–2016 left the card services team inundated—about 3,500 cases, a roughly 50% increase—forcing manual handling, heavy overtime, temporary hires and operational strain.

In June 2016 ECU implemented Centrix Dispute Tracking System (CentrixDTS), a paperless, automated dispute-management tool that generates letters, handles provisional credits and creates clear audit trails. The system cut case times dramatically (basic fraud cases now take roughly ten minutes), reduced overtime and staffing costs, eased branch rollout and cross-training, and sped member relief—often closing fraud cases the same day.

Eastman Credit Union

Patty Davis

Director of Card Services