““A true strategic partner understands what your goals and challenges are and brings solutions and ideas on how to solve those problems.” – Rex Richardson

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes. He unpacks how his unexpected path into financial services led him through more than 17 years of direct experience in fraud, claims, and back-office operations before ultimately landing his current role. Listen in as Rex shares how early influences set the stage for a career built around understanding complex systems and the people they impact.

Throughout our conversation, we dig into what the fraud and disputes space looks like behind the scenes, with Rex breaking down how Quavo approaches it from initiation through investigation, recovery, and resolution, while also leveraging automation, compliance, and emerging AI tools. The result is not just operational efficiency, but also a faster and more transparent experience for members who are often dealing with urgent financial concerns.

Our conversation also turns to one of the biggest pressures that credit unions are facing today: rising amounts of disputes paired with staffing and budget constraints, and Rex walks us through why simply adding more people isn’t always sustainable, instead making the case for strategic partnerships that bring forth expertise, automation, and compliance support. We also explore the hidden costs that creep into inefficient systems such as longer resolution times, increased member contact, and growing operational strain that can quietly increase expenses.

As we wrap up the episode, Rex reflects on what separates a true strategic partner from a traditional staffing solution, highlighting the importance of collaboration, problem-solving, and long-term alignment over short-term labor support. We close with a discussion on the integration of AI in fraud investigations, with Rex sharing how human-in-the-loop decision-making could help speed up resolutions while still maintaining oversight and accuracy. Enjoy this insightful conversation with Rex Richardson!

Connect with Rex:
Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes
quavo.com
Rex: LinkedIn
Quavo: LinkedIn | Facebook | YouTube | X

Show notes from this episode:
Shout-out: Rex’s uncle
Shout-out: Rex’s grandfather
Place mentioned: Italy
Place mentioned: Mexico City, Mexico
Shout-out: Rex’s wife
Place mentioned: Chicago, IL
Book mentioned: The Lord of the Rings Trilogy by J.R.R. Tolkien
Shout-out: Apple
Shout-out: Rex’s kids

In this episode:
[0:54] - We learn that Rex once considered becoming a high school teacher.
[1:57] - Rex entered banking via his uncle, later advancing into leadership roles across claims and operations before joining Quavo.
[4:09] - Hear how Quavo helps simplify a complex, regulated claims industry.
[7:03] - Strategic partners help credit unions manage fraud complexity, compliance, and scaling while improving efficiency and member experience.
[10:59] - Rex explains how rising operational costs and delayed resolutions create hidden inefficiencies.
[14:21] - True strategic partners provide strategy and solutions, unlike staffing firms that only supply workforce support.
[17:10] - Rex discusses AI being developed to assist human decision-making in fraud investigations.
[20:55] - Rex's grandfather’s leadership and customer engagement continue to affect how he interacts with others.
[22:04] - Travel remains Rex's favorite way to splurge, especially immersive cultural experiences in cities like Mexico City and Chicago.
[25:42] - Rex argues that turning off work notifications helps create real separation and restores life outside constant digital urgency.
[28:35] - Credit unions should identify inefficiencies and consider strategic partners to help improve operations and member experience.