Bilingual Dispute Intake Analyst - 11:45am - 8:15pm Monday - Thursday 8:30am - 5pm Saturday

Responsibilities

• Accurately file dispute claims in accordance with bank policies and regulatory requirements, comprehensively capturing customer accounts and transaction information to ensure accurate case decisioning.
• Maintain detailed and accurate records of all customer interactions and dispute filings, using various computer systems for tracking, information gathering, and troubleshooting.
• 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.
• Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Provide excellent customer service by addressing customer inquiries, projecting confidence, and ownership, and resolving issues promptly and professionally.
• Train on provided training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager.

Requirements

• 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.

Qualifications

Bilingual Dispute Intake Analyst - 11:45am - 8:15pm Monday - Thursday 8:30am - 5pm Saturday

Benefits

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

Pay

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Schedule

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee. 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.