Dispute Servicing Bilingual Specialist

Fifth Third Bank • Austin, TX

300d

About The Position

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. The position involves providing outstanding customer service while capturing accurate customer account and transaction information. The 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. The agent is responsible for initiating a dispute using various computer systems and documenting all elements as required by regulations. The role requires critical thinking to accurately initiate disputes and mitigate risks to the bank and customers.

Requirements

• High school diploma or equivalent experience.
• Fluent in English and Spanish.
• Ability to exercise independent judgment and knowledge to ensure departmental procedures and regulations are met.
• Customer-focused, understanding individual customer needs.
• Ability to express empathy towards customer's perspective.
• Ability to adapt to the needs of challenging calls and remain professional.
• Excellent verbal and written communication skills.
• Excellent reading comprehension and problem-solving skills.
• Strong computer navigation skills and ability to run multiple screens while taking customer calls.

Nice To Haves

• Experience in a call center environment.
• Knowledge of banking products and services.

Responsibilities

• Demonstrate excellent customer service skills when speaking to customers in English and Spanish.
• 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 when needed.
• Understand the difference between various consumer products and apply knowledge to file disputes correctly.
• Comprehensively capture customer account and transaction information in the correct filing system.
• Effectively use computer systems for tracking, information gathering, and troubleshooting.
• Mitigate risk to the Bank and customer by following necessary procedures and analyzing customer accounts.
• Think critically and ask probing questions to ensure the correct type of dispute is filed.
• Demonstrate discretion and integrity while handling customer's personal and account information.
• Understand and apply Reg Z and Reg E knowledge while filing cases.
• Escalate to appropriate leadership when identifying trends/issues and offer recommendations for improvements.

Benefits

• Supportive career development programs.
• Comprehensive health and financial wellness programs.
• Collaborative work environment.
• Opportunities to make a positive difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED