Dispute Intake Analyst - Bilingual

Simple Staffing•Cincinnati, OH

About The Position

Simple Staffing is hiring on behalf of Fifth Third Bank for a Bilingual Dispute Intake Analyst. Under general supervision, this role uses English and Spanish fluency to provide customer service and accurately capture account and transaction information. The analyst handles inbound calls from customers and bankers who want to file a dispute or check the status of a previously filed dispute, including specialized cases such as denied claims, reassertions, repeat offenders, and Private Bank client disputes. The analyst listens to customers, asks questions, performs initial risk analysis, and uses bank and vendor systems to research disputed transactions. The role seeks to prevent losses to customers and the bank while complying with the Uniform Commercial Code (UCC) and Regulations E and Z. It also involves de-escalating dissatisfied customers and escalating relevant process, customer, and procedure concerns. The analyst is accountable for following bank policies and procedures and managing risk while supporting a positive customer experience. Compensation is $21.50 per hour. Fifth Third describes its Total Rewards as including comprehensive benefits and compensation offerings, with benefits programs intended to support employees’ physical, financial, emotional, and social well-being.

Requirements

Fluency in English and Spanish.
Associate’s degree or equivalent work experience.
Strong analytical, problem-solving, multitasking, and conflict-resolution skills.
Strong oral and written communication skills, including the ability to communicate effectively with internal and external customers.
Excellent teamwork, interpersonal, and relationship-building skills.
Proactive approach to identifying potential concerns and following up to resolve them.
Strong attention to detail and organizational skills.
Ability to work under pressure and meet deadlines within regulatory timeframes.
Ability to exercise independent judgment and ensure departmental procedures and regulations are met, with appropriate escalation of cases and customer concerns.
Strong computer navigation skills and ability to use multiple screens and programs while taking customer calls.

Nice To Haves

One to three years of experience in disputes, fraud, banking, or a related field is preferred.

Responsibilities

Accurately file dispute claims under bank policies and regulatory requirements, capturing account and transaction information for case decisioning.
Maintain detailed records of customer interactions and dispute filings using computer systems for tracking, information gathering, and troubleshooting.
Conduct initial risk assessments of account and transaction data and comply with applicable federal regulations, including UCC, Regulation E, and Regulation Z.
Stay informed about regulations and policies related to dispute resolution.
Escalate complaints and identified trends or issues to appropriate leadership and offer recommendations for policy or procedure improvements, as applicable.
Address customer inquiries and resolve issues promptly and professionally while demonstrating confidence and ownership.
Follow training, instructions, and established guidelines and procedures; refer exception cases to a Supervisor or Manager.
Meet quality, schedule adherence, customer sentiment, and average handle time performance expectations.
De-escalate dissatisfied customers and escalate process, customer, and procedure concerns to the appropriate team.
Identify, assess, manage, monitor, and report risks while following bank policies and procedures.