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Fifth Third Bank · 2 days ago

Bilingual Dispute Intake Analyst (English and Spanish Preferred)

Grand Rapids, MI

Full-time

Onsite

Entry Level

1+ years exp

Fifth Third Bank is dedicated to enhancing the banking experience and is seeking a Bilingual Dispute Intake Analyst to provide exceptional customer service in both English and Spanish. The role involves managing customer disputes, ensuring compliance with regulations, and maintaining accurate records while delivering a positive customer experience.

BankingCommercial LendingFinanceFinancial ExchangesFinancial ServicesLendingMedia and EntertainmentMortgage

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

Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager

Qualification

Risk AssessmentDispute ResolutionBilingual (English/Spanish)Analytical SkillsCustomer ServiceComputer NavigationProblem-solvingConflict ResolutionCommunication SkillsTeamworkAttention to DetailOrganizational Skills

Required

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

Benefits

Comprehensive benefits

Differentiated compensation offerings

Company

Fifth Third Bank

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Fifth Third Bancorp is a financial services company that specializes in small business, retail banking, and investments. It is a sub-organization of Fifth Third Bank.

Founded in 1858

Cincinnati, Ohio, USA

10001+ employees