Disputes Servicing Bilingual Specialist
4 months ago
Make banking a Fifth Third better
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
Under general supervision provides outstanding customer service while capturing accurate customer account and transaction information. Agent will also provide accurate expectations and disclosures regarding disputed transactions. Agent will service inbound phone calls from customers and bankers in English and Spanish in a call center environment to assist customers needing to file a dispute or check on the status of a previously filed dispute. Agent is responsible for initiating a dispute using various computer systems and documenting all elements as required by regulations and as governed by department. Agent actively listens to and questions customer, thinking critically to accurately initiate disputes. Agent uses various bank and vendor systems to research questions regarding the disputed transactions with the goal of preventing losses to the customer and the Bank.
Accountable for initial risk assessment of account and transaction data involving Uniform Commercial Code [UCC], Consumer Federal Protection Bureau [CFPB], and Regulation E and Regulation Z claims in effort to balance customer experience and case decisioning accuracy.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Demonstrate excellent customer service skills when speaking to customers in English and Spanish, projecting confidence and ownership to the customer, and providing accurate SLAs and expectations, as measured through the department's quality and customer satisfaction program.
- When needed, provide live translations between callers and specialized dispute intake agents.
- When needed, explain in Spanish the language of written dispute letters sent by the Bank.
- Understand difference between various consumer products and apply knowledge to file dispute in correct system, give correct timeframes/disclosures, ask appropriate questions, and follow procedures for limiting risk based on said product.
- Comprehensively capture customer account and transaction information in correct filing system by analyzing all available bank records and data from vendor systems. Effectively use computer systems for tracking, information gathering, and/or troubleshooting.
- Mitigate risk to Bank and customer by following necessary procedures, listening actively to customer, and analyzing customer accounts carefully. Think critically and ask probing questions of customer to ensure correct type of dispute is filed.
- Demonstrate extreme discretion and integrity while handling customer's personal and account information over the phone and on the computer.
- Understand and apply Reg Z and Reg E knowledge while filing cases, to ensure that the Bank complies with these regulations.
- Escalate to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
- Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to leadership.
SUPERVISORY RESPONSIBILITIES: None.
MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- High school diploma or equivalent experience.
- Fluent in English and Spanish.
- Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.
- Customer-focused, understanding individual customer needs.Must be able to express empathy towards customer's perspective.
- Ability to adapt to the needs of challenging calls and remain professional and in control of difficult calls (i.e., understanding and responding appropriately to deescalate emotional responses such as sadness and anger).
- Ability to comprehend various products lines and related company policies as it pertains to resolving disputes.
- Excellent verbal and written communication skills.
- Excellent reading comprehension and problem-solving skills.
- Adaptability, dependability, and flexibility.
- Strong computer navigation skills and ability to run multiple screens with different programs while simultaneously taking customer calls.
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.
-
Bilingual Contact Center Specialist
1 month ago
Grand Rapids, United States CU*Answers Full timeDescription POSITION SUMMARY The Lender*VP Conversion Call Center provides phone support to credit union members during their core conversion. As part of the call center, the Contact Center Specialist will receive inbound calls from members to assist with basic needs such as balance inquiries, online banking login assistance, etc. They will work with...
-
Debt Recovery Specialist
4 weeks ago
Grand Rapids, Minnesota, United States Armstrong Receivable Management Full timeJob Title: Collection Subrogation SpecialistJob Summary: We are seeking a highly skilled Collection Subrogation Specialist to join our team at Armstrong Receivable Management. As a key member of our team, you will be responsible for collecting outstanding balances, providing necessary documentation, coordinating the resolution of disputed invoices, and...
-
Customer Service Support Specialist
4 weeks ago
Grand Rapids, Michigan, United States Grand Rapids Public School District Full timeJob SummaryThe Customer Service Support Specialist provides technical assistance to Grand Rapids Public Schools staff, students, parents, and approved partners on district-supported hardware, software, and systems. This role involves supporting users over the phone, via chat, email, and in-person, and maintaining documentation and logging activities.Key...
-
Manager, Office
5 days ago
Grand Rapids, United States Unavailable Full timePosition Details Bilingual Strongly Preferred, fluent in spanish, swahili, or kinyarwanda We are seeking a highly organized and proactive Office Manager to join our team. Are you experienced in overseeing daily office activities and coordinating with various departments? Are you comfortable in communicating with staff & contractors? Welcome to Samaritas...
-
Special Education Teacher Grand Rapids, MI
2 weeks ago
Grand Rapids, United States Bilingual Therapies Full timeJob DescriptionJob DescriptionMinimum 1+ years special education experience required.Location: Grand Rapids, MIPosition: Onsite, Full-time (K-12)Join our Grand Rapids team as a Special Education Teacher and help K-12 students reach their full potential. In this role, you'll work with a supportive team to create a nurturing and effective learning...
-
Special Education Teacher Grand Rapids, MI
3 weeks ago
Grand Rapids, United States Bilingual Therapies Full timeJob DescriptionJob DescriptionMinimum 1+ years special education experience required.Location: Grand Rapids, MIPosition: Onsite, Full-time (K-12)Join our Grand Rapids team as a Special Education Teacher and help K-12 students reach their full potential. In this role, you'll work with a supportive team to create a nurturing and effective learning...
-
Financial Operations Specialist
4 weeks ago
Grand Rapids, Michigan, United States Yoh Full timeJob Summary:The Billing Specialist will be responsible for managing financial and operational tasks, including documentation, material requisition, job costing, status monitoring, invoicing, and administrative closeout of service activities.This role requires close interaction with the Area Service Manager and assigned service staff to ensure timely and...
-
Bilingual Retail Sales Specialist
4 weeks ago
Grand Island, Nebraska, United States Spectrum Full timeAbout the Role:Spectrum is seeking a highly motivated and results-driven Bilingual Retail Sales Specialist to join our team. As a key member of our sales team, you will be responsible for delivering exceptional customer experiences and meeting or exceeding sales goals.Key Responsibilities:Meet or exceed monthly sales goals, including wireless salesEnsure a...
-
Accounts Payable Specialist
4 weeks ago
Grand Rapids, Michigan, United States Davenport University Full timeJob Summary:As an Accounts Payable Specialist at Davenport University, you will play a vital role in ensuring the timely and accurate processing of invoices and payments. This position requires strong organizational and communication skills, as well as the ability to work effectively in a team environment.Key Responsibilities:Process invoices and coordinate...
-
Bilingual Retail Customer Service Representative
1 month ago
Grand Rapids, Michigan, United States Sherwin-Williams Full timeCustomer Service Specialists at Sherwin-Williams work closely with wholesale and retail customers to determine their needs and provide solutions. They are responsible for promptly resolving customer concerns, ensuring maximum client satisfaction, and staying up-to-date with product features and visual standards.Key responsibilities include:Assisting...
-
Leasing and Marketing Specialist
1 month ago
Grand Rapids, Michigan, United States Avanath Full timeJob DescriptionAvanath is a leading provider of affordable housing solutions, and we're seeking a highly motivated Leasing Specialist to join our team. As a Leasing Specialist, you will be responsible for leasing, marketing, and maintaining positive resident relations within our communities.The Role: The Leasing Specialist is a key member of our team,...
-
Accounts Receivable
2 months ago
Grand Rapids, United States Creative Financial Staffing Full timeAccounts Receivlable Specialist Position Summary: Our clinet is seeking a detail-oriented Accounts Receivable Specialist to join their finance team. In this role, you will be responsible for managing and maintaining the accounts receivable process, ensuring timely collection of payments, and maintaining accurate financial records. Key Responsibilities for...
-
Environmental Services Specialist
3 months ago
Grand Rapids, United States Grand Itasca Full timeWhat You Can Expect:Our Environmental Services Specialists love Grand Itasca for the stability, meaningful work and our great team. Grand Itasca is in the business of selecting employees that make the real difference, who go above and beyond to make our hospital/clinic run and work effectively. Are you someone looking to make a difference in the everyday...
-
Environmental Services Specialist
6 months ago
Grand Rapids, United States Grand Itasca Full timeWhat You Can Expect:Our Environmental Services Specialists love Grand Itasca for the stability, meaningful work and our great team. Grand Itasca is in the business of selecting employees that make the real difference, who go above and beyond to make our hospital/clinic run and work effectively. Are you someone looking to make a difference in the everyday...
-
Service Biller
4 weeks ago
Grand Rapids, Michigan, United States Yoh Full timeJob Summary:We are seeking a skilled Service Biller to join our team at Yoh. As a Service Biller, you will be responsible for managing financial and operational tasks, including documentation, material requisition, job costing, status monitoring, invoicing, and administrative closeout of service activities.Key Responsibilities:Manage service financial and...
-
Customer Service Representative
4 weeks ago
Grand Rapids, Michigan, United States SunSource Full timeAt SunSource, we are seeking a highly skilled Customer Service Representative to join our team. As a key member of our Customer Service department, you will be responsible for providing exceptional customer service to internal and external customers, utilizing your knowledge of our ERP system to resolve issues and answer questions in a timely and accurate...
-
Patient Service Specialist
4 weeks ago
Grand Rapids, Michigan, United States NovaCare Rehabilitation Full timeJob Summary:We are seeking a highly skilled Patient Service Specialist to join our team at NovaCare Rehabilitation. As a Patient Service Specialist, you will be responsible for providing exceptional patient care and administrative support to our patients and staff.Key Responsibilities:Greet new and existing patients, register new patients, and provide...
-
Patient Service Specialist
3 months ago
Grand Rapids, United States NovaCare Rehabilitation Full timeOverview: Patient Service Specialist Full Time Kentwood, Michigan When patients enter our center, we want them to have an exceptional experience starting at the front desk. Thats where you come in. As a patient service specialist, youll manage both the patient side and business side of our center. The front desk is your station to be a patient advocate,...
-
Bilingual Customer Service Representative
4 months ago
Grand Junction, United States LoanMax Title Loans Full timeLoanMax- Bilingual Customer Service Representative Are you looking for a stable, full-time position with career potential at an up-and-coming company? If so, you've come to the right place! **We are currently hiring for our location at 2882 North Ave, Grand Junction, CO 81501** Incentives: Full-Time Position: Monday - Friday 10am-6pm, Saturday 9am-2pm,...
-
Bilingual Customer Service Representative
4 months ago
Grand Junction, United States LoanMax Title Loans Full timeJob DescriptionLoanMax- Bilingual Customer Service Representative Are you looking for a stable, full-time position with career potential at an up-and-coming company? If so, you've come to the right place! **We are currently hiring for our location at 2882 North Ave, Grand Junction, CO 81501** Incentives: Full-Time Position: Monday - Friday 10am-6pm,...