Consumer Resolution Specialist II

First Financial Bank•Cincinnati, OH

12d

About The Position

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply. A Consumer Resolution Specialist III will be responsible for highly complex tasks to support Online Banking and Dispute functions. This includes the servicing of OLB enrollments, new accounts, bill pay, electronic statements, snap deposits, and service first and nCino requests. Processes Reg E and NACHA claims within Quavo. Assists and works with front-line associates to research and investigate claims/disputes. Essential Functions/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.

Requirements

High school diploma or equivalent
Financial, banking and/or operational knowledge preferred
Proficient in Microsoft Office (Word, Excel, Outlook, OneNote, SharePoint, etc.)
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

Nice To Haves

Intermediate knowledge of appropriate industry standard software (i.e. core banking and imaging)
Familiarity with departmental documentation
Familiarity with relevant rules and regulations
Ability to perform in a high volume, stressful environment that works within deadlines
Experience in Jack Henry Silverlake system
Level of Complexity and Scope Ability to handle basic tasks to support the department
Degree of Independence and Decision-Making Responsible for making day-to-day tactical decisions Supports the strategic direction
Required Supervisory Responsibilities None

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.