Bilingual Dispute Intake Analyst

Bilingual Dispute Intake Analyst

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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 Bilingual Dispute Intake Analyst plays a crucial role in delivering exceptional customer service while managing complex dispute scenarios. Under general supervision, 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. This may include specialized disputes, including denied claims, reassertions, repeat offenders, and Private Bank client customers. The Analyst actively listens to and questions customers, thinking critically to accurately initiate disputes, performing moderate risk analysis, and ensuring compliance with Uniform Commercial Code (UCC) and Regulation E and Regulation Z claims. The Analyst uses various bank and vendor systems to research questions regarding the disputed transactions with the goal of preventing losses to the customer and the bank.

By leveraging conflict management skills, the Intake Analyst effectively de-escalates dissatisfied customers and escalates process, customer and procedure concerns to the appropriate team. The Analyst's goal is to balance customer experience with the bank's risk management, ensuring optimal outcomes for both.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential duties and responsibilities include:

• 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 include:

• 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 include none.

Minimum knowledge, skills, and abilities required include:

• 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 and 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 and knowledge to ensure that 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 simultaneously taking customer calls.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.