Dispute Intake Analyst - Varying Shifts

Fifth Third Bank • Cincinnati, OH

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About The Position

The Dispute Intake Analyst provides customer service while capturing accurate customer account and transaction information. Under general supervision, the Analyst handles inbound calls from customers and bankers who need to file a dispute or check on an existing dispute. The role may involve specialized disputes, such as denied claims, reassertions, repeat offenders, and Private Bank client cases. The Analyst listens to and questions customers, performs initial risk analysis, initiates disputes accurately, and supports compliance with Uniform Commercial Code (UCC) and Regulations E and Z. The Analyst uses bank and vendor systems to research disputed transactions and help prevent losses to customers and the bank.

The Analyst uses conflict management skills to de-escalate dissatisfied customers and escalates process, customer, and procedure concerns to appropriate teams. The role balances customer experience with the bank’s risk management and includes responsibility for following policies, identifying and reporting risks, and acting in the interests of customers and colleagues.

Two schedules are available: 11:45 a.m. to 8:15 p.m. Monday through Friday, or 11:45 a.m. to 8:15 p.m. Monday through Thursday and 8:30 a.m. to 5:00 p.m. Saturday. The position is located in Cincinnati, Ohio.

Requirements

• One to three years of experience in disputes, fraud, banking, or a related field is preferred.
• Associate 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 to ensure departmental procedures and regulations are met and to escalate cases or customer concerns appropriately.
• 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.

Responsibilities

• Accurately file dispute claims in accordance with bank policies and regulatory requirements, capturing customer account and transaction information for accurate case decisioning.
• Maintain detailed and accurate 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, applying relevant federal regulations, including UCC and Regulations E and Z.
• Stay informed about regulations and policies related to dispute resolution and ensure actions comply with applicable standards.
• Escalate complaints and identified trends or issues to appropriate leadership and offer recommendations for policy and 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.

Benefits

• Comprehensive benefits designed to support employees’ and their families’ physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree