Dispute Intake Analyst at Fifth Third Bank

Cincinnati, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Ability to provide outstanding customer service while capturing accurate customer account and transaction information
Experience servicing inbound phone calls in a call center environment to assist with filing disputes or checking status
Skills in actively listening, questioning customers, thinking critically to initiate disputes accurately
Capability to perform moderate risk analysis and ensure compliance with Uniform Commercial Code (UCC), Regulation E, and Regulation Z
Proficiency using various bank and vendor systems for research, tracking, information gathering, and troubleshooting
Strong conflict management skills to de-escalate dissatisfied customers
Ability to escalate process, customer, and procedure concerns to appropriate teams
Knowledge of federal regulations related to dispute resolution
Reliance on training, instructions, pre-established guidelines, and procedures; ability to refer exceptions to Supervisor/Manager
High level of accuracy in dispute filings and documentation (quality metrics)
Adherence to daily schedule, including punctuality and attendance (conformance metrics)
Ability to ensure positive customer experiences (sentiment metrics)
Efficiency in managing call durations to meet average handle time targets

Responsibilities

Accurately file dispute claims in accordance with bank policies and regulatory requirements, capturing comprehensive customer account and transaction information
Maintain detailed and accurate records of all customer interactions and dispute filings using various computer systems
Conduct initial risk assessment of account and transaction data involving federal regulations (UCC, Reg E/Z) to balance customer experience and case decision accuracy
Stay informed about latest regulations and policies related to dispute resolution and ensure compliance
Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures
Provide excellent customer service by addressing inquiries, projecting confidence and ownership, and resolving issues promptly and professionally
Manage complex dispute scenarios, including denied claims, reassertions, repeat offenders, and Private Bank client customers
Openly exchange ideas and opinions on risk, elevate concerns, and follow policies and procedures
Identify, assess, manage, monitor, and report risks while operating within the bank's risk appetite
Achieve results that drive positive customer experiences for customers and colleagues

Skills

Customer Service

Dispute Resolution

Call Center

Risk Analysis

UCC Compliance

Regulation E

Regulation Z

Conflict Management

Banking Systems

Fifth Third Bank

Provides banking, loans, and wealth management services

About Fifth Third Bank

Fifth Third Bank offers a variety of financial services, including personal and business banking, loans, mortgages, credit lines, and insurance products. Their services cater to individual consumers, small businesses, and commercial clients, providing comprehensive solutions for managing finances. The bank generates revenue through interest on loans, service fees, and commissions from insurance and investment products. Unlike many competitors, Fifth Third Bank emphasizes community engagement and financial education, providing resources to help clients improve their financial literacy. The goal of Fifth Third Bank is to support clients in achieving their financial objectives while fostering a strong connection with the communities they serve.

Cincinnati, OhioHeadquarters

1858Year Founded

IPOCompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Performance Bonus

Flexible Work Hours

Risks

Rising interest rates may decrease demand for loans and mortgages.

Competition from fintechs like Robinhood threatens Fifth Third's wealth management sector.

Sophisticated cybersecurity threats pose risks to customer data and trust.

Differentiation

Fifth Third Bank offers comprehensive financial solutions for individuals and businesses.

The bank emphasizes community engagement and financial education for client empowerment.

It provides a wide range of insurance products, including life, health, and disability.

Upsides

Increased demand for digital banking boosts Fifth Third Bank's online service offerings.

Partnerships with fintech enhance technological capabilities and customer experience.

Growing interest in sustainable finance attracts environmentally conscious customers.

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