Bilingual Dispute Intake Analyst

Overview Make banking a Fifth Third better® We connect great people to great opportunities. Discover a career in banking at Fifth Third Bank. Under general supervision, the Bilingual Dispute Intake Analyst leverages English and Spanish fluency and provides outstanding customer service while capturing accurate customer account and transaction information. The Analyst plays a crucial role in delivering exceptional customer service while managing complex dispute scenarios. The Analyst will service inbound phone calls from customers and bankers in a call center environment to assist customers needing to file a dispute or check on the status of a previously filed dispute, including specialized disputes such as denied claims, reassertions, repeat offenders, and Private Bank client customers. The Analyst questions customers, conducts moderate risk analysis, ensures compliance with Uniform Commercial Code (UCC) and Regulation E and Z claims, and uses bank and vendor systems to research questions regarding disputed transactions to prevent losses to the customer and the bank. The Analyst uses conflict management skills to de-escalate dissatisfied customers and escalate process, customer, and procedure concerns to the appropriate team. The goal is to balance customer experience with the bank's risk management to achieve optimal outcomes for both. Accountability for risk is demonstrated by following policies and procedures, elevating concerns, and acting within the bank's risk appetite. The role aims to consistently identify, assess, monitor, and report risks of all types. Essential Duties & Responsibilities Dispute Filing: Accurately file dispute claims in accordance with bank policies and regulatory requirements, comprehensively capturing customer accounts and transaction information to ensure accurate case decisioning. Documentation: Maintain detailed and accurate records of all customer interactions and dispute filings, using various computer systems for tracking, information gathering, and troubleshooting. Risk Assessment and Compliance: Conduct initial risk assessment of account and transaction data involving all Federal Regulations (UCC, Reg E/Z) to balance customer experience and case decision accuracy. Stay informed about the latest regulations and policies related to dispute resolution and ensure all actions comply with these standards. Escalation: Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable. Customer Service: Provide excellent customer service by addressing customer inquiries, projecting confidence and ownership, and resolving issues promptly and professionally. Training and Guidelines: Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager. Performance Metrics Quality: Maintain a high level of accuracy in dispute filings and documentation, measured through internal audits and quality assurance reviews. Conformance: Adhere to the provided daily schedule, including punctuality and attendance, measured through adherence reports. Sentiment: Ensure positive customer experiences, measured through speech analytics and sentiment analysis. Average Handle Time: Efficiently manage call durations to meet the average handle time targets, measured through call center performance reports. Supervisory Responsibilities None. Minimum Knowledge, Skills & Abilities Required One to three years of experience in Disputes, Fraud, Banking, or a related field preferred. Associate\'s degree or equivalent work experience. Fluent in English and Spanish languages. Strong analytical, problem-solving, multi-tasking, and conflict resolution skills. Strong oral and written communication skills; ability to communicate effectively verbally and in writing with internal and external customers. Excellent teamwork, interpersonal skills, and relationship-building skills. Proactive in identifying potential concerns and following up to resolve such issues. Strong attention to detail and organizational skills. Ability to work under pressure and meet deadlines within regulatory timeframes. Ability to exercise independent judgment to ensure departmental procedures and regulations are met, and cases/customer concerns are escalated appropriately to capture complaints. Strong computer navigation skills and ability to run multiple screens with different programs while handling customer calls. Location & Equal Opportunity LOCATION — Cincinnati, Ohio 45227 Fifth Third Bank is an equal employment opportunity employer. Fifth Third Bank provides comprehensive benefits and compensation offerings. All applicants will be evaluated without regard to race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable law. #J-18808-Ljbffr Fifth Third Bank