Disputes Resolution Specialist

1 week ago


Grand Rapids, Michigan, United States Fifth Third Bank, N.A. Full time
Job Summary

We are seeking a highly skilled Disputes Servicing Bilingual Specialist to join our team at Fifth Third Bank, N.A. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers while resolving disputes and ensuring accurate account and transaction information.

Key Responsibilities
  • Provide outstanding customer service while capturing accurate customer account and transaction information.
  • Service inbound phone calls from customers and bankers in English and Spanish to assist with dispute resolution and account inquiries.
  • Initiate disputes using various computer systems and document all elements as required by regulations.
  • Actively listen to and question customers to accurately initiate disputes and prevent losses to the customer and the Bank.
  • Use various bank and vendor systems to research questions regarding disputed transactions.
  • 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.
  • Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
  • Ensure that actions and behaviors drive a positive customer experience while operating within the Bank's risk appetite.
Requirements
  • 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.
  • Ability to adapt to the needs of challenging calls and remain professional and in control of difficult calls.
  • 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.


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