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

General Function
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. 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.

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.

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 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 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.

Schedule

• 11:45 AM - 8:15 PM Monday - Thursday
• 8:30 AM - 5:00 PM 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.

• Extensive benefits programs designed to support physical, financial, emotional, and social well-being.

You can learn more about those programs on our 53.com Careers page.

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.

Location: Cincinnati, Ohio 45227