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Updated on June 12, 2022

Pega Smart Dispute for Issuers supports key user functions associated with disputes processing. The following table describes the functions supported by roles shipped with the application. You can combine various roles within an access group profile to provide additional user flexibility as needed within a company’s organizational structure.

Pega Smart Dispute for Issuers


User functionRole used byDescription
Disputes operator Analysts trained in card dispute processing.This user represents a standard disputes operator who can create and process claims.
“Claim Level” user Analysts who needs to retrieve and work all multi-dispute transactions associated with a single claim.This user has access to additional flexibility in routing and managing multi-dispute transaction processing assignments at a centralized claim level.
CSR userCustomer service or phone center representatives. This user has access to additional functionality as a “front office”. A User who interacts with bank customers.
Disputes managerSupervisors and managersThis user has additional privileges as a supervisor or manager to assist in claim processing, approve certain processes based on business parameters, and manage work.
Security administratorData and user security administration personnel.This user can create and update operators, access profiles and user privileges.
System administratorSystem administrators and development personnel.This user has access to perform developer and system administration related tasks.

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