Apply on Employer Site

First Financial Bank · 1 month ago

Consumer Resolution Specialist II

OH - Cincinnati - Pictoria Dr

Full-time

Onsite

Mid Level

First Financial Bank is committed to providing relevant and timely services to their clients. The Consumer Resolution Specialist II will be responsible for managing complex tasks related to Online Banking and Dispute functions, ensuring compliance with regulations while delivering excellent customer service.

BankingCreditDebit CardsFinanceFinancial ServicesLending

Responsibilities

Ability to manage daily tasks and production to meet SLA expectations and provide a positive client experience; ensure timely and accurate completion of work

Adherence to operational controls, including compliance with all required regulations and policies

Ability to learn JHA fields pertaining to netteller parameters

Call agent – answers telephone and effectively communicates with internal/external clients

Ability to update and understand a wide variety of fields in OLB system including adding new accounts, setting up new OLB enrollments per documentation for relationship access, research, and resolution of issues regarding OLB access

Processes a large volume of bill pay enrollments

Processes a large volume of snap deposits by daily deadlines

Processes all dispute types within Quavo

Full understanding of all regulations and timelines, as they are related to disputes processing. (Reg E, NACHA)

May be considered subject matter expert and / or “go to” person in the department when Lead or Manager is unavailable

May be responsible for training new associates

Participates in special projects including automation needs, JHA testing/releases, EOY and DR

Escalate issues accordingly within various systems (JH Portal, Zelle, etc)

Processes complaints through the complaint management system and provides research and resolution accordingly

Must be a continuous learner to stay abreast of all rules and regs associated with the various dispute types

Account monitoring in coordination with the Recon team

Qualification

QuavoReg ENACHAMicrosoft OfficeJack Henry SilverlakeCustomer ServiceProblem-solvingAttention to detailCollaboration

Required

High school diploma or equivalent

Ability to manage daily tasks and production to meet SLA expectations and provide a positive client experience; ensure timely and accurate completion of work

Adherence to operational controls, including compliance with all required regulations and policies

Ability to learn JHA fields pertaining to netteller parameters

Call agent – answers telephone and effectively communicates with internal/external clients

Processes a large volume of bill pay enrollments

Processes a large volume of snap deposits by daily deadlines

Processes all dispute types within Quavo

Full understanding of all regulations and timelines, as they are related to disputes processing. (Reg E, NACHA)

Must be a continuous learner to stay abreast of all rules and regs associated with the various dispute types

Strong Customer Service: both written and verbal communication skills

Strong problem-solving skills and ability to apply knowledge to practical situations

Must demonstrate the ability to change priorities quickly, handle multiple priorities, work effectively under time constraints, and contribute to the team effort

Must have high attention to detail and level of precision

Must have ability to listen and collaborate

Required to be available for escalation purposes outside of regular business hours