Dispute Supervisor - Intake (Closing 1130am-830pm)

Fifth Third Bank • Grand Rapids, MI

2d • Onsite

About The Position

The Dispute Resolution Department (DRD) Supervisor leads a team within the DRD, responsible for accepting and decisioning complex customer cases, including high-risk and sensitive situations. This role requires strategic oversight, regulatory expertise, and operational leadership to ensure compliance and drive performance. The DRD Supervisor acts as a key escalation point and contributes to continuous improvement and staff development initiatives. Position not available for immigration sponsorship.

Requirements

• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in customer service, dispute resolution, or complaint management.
• Demonstrated leadership in managing high-performing teams and driving operational excellence.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in Microsoft Office and call center systems.

Nice To Haves

• Deep understanding of dispute types and regulatory frameworks.
• Ability to effectively manage workflow, delegate tasks, and ensure service standards.
• Familiarity with Reg E, Reg Z, and FCRA.
• Proven communication & diplomacy skills to influence cross-functional/departmental collaboration & decisioning.
• Excellent written communication skills.
• Demonstrated ability to analyze data and build a clear case to drive continuous improvement.
• Experience in onboarding, cross-training, and performance coaching.
• Proficiency in relevant tools and platforms.
• Ensuring accuracy in dispute intake and resolution.
• Identifying trends and performance gaps.
• Prioritizing tasks and maintaining coverage.
• Working effectively with internal and external stakeholders.
• Adjusting to changing priorities and schedules.
• Inspiring team performance and fostering development.

Responsibilities

• Oversee the processing of complex dispute types including debit, credit card, check, Zelle, ACH, HELOC, wire transfers, identity theft, and false applications to ensure accurate and compliant processing.
• Monitor and enforce adherence to Reg E, Reg Z, and FCRA requirements in all dispute handling procedures.
• Serve as the escalation point for key stakeholders, providing detailed case explanations and collaborating with senior management and compliance officers.
• Detect and communicate emerging fraud patterns to stakeholders, driving strategic actions and process improvements.
• Analyze data, review calls, and gather feedback to implement operational enhancements.
• Participate in regulatory examinations and cross-functional project teams to advocate for dispute operations.
• Coordinate daily operations to meet service and production standards, ensuring optimal workflow and coverage.
• Identify performance gaps, support refresher training, and manage succession planning for team members.
• Oversee post-classroom training and promote cross-training to enhance team versatility.
• Perform quality reviews and provide coaching based on performance and customer feedback.
• Assess individual development needs and design tailored plans to enhance performance.
• Ensure accurate tracking of attendance and payroll for direct reports.
• Engage in internal and external departmental rotations for professional growth.
• Demonstrate flexibility by adjusting work schedules and priorities to meet evolving operational demands.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Incentive compensation plan
• Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager