Disputes Resolution Analyst I

Fifth Third Bank•Cincinnati, OH

1d•Onsite

About The Position

Under general supervision, manages a bench of assigned disputes cases, investigating these cases to meet regulatory requirements, delivering excellent customer service by ensuring correct case decisions, and providing maximum protection over the Bank’s assets by minimizing losses and/or maximizing recoveries according to Association rules. Analyst must process cases meeting regulatory requirements for Reg E, Reg Z, NACHA, FCRA, UCC and/or Association requirements for Mastercard, Visa, EWS. The Dispute Resolution Analyst applies extensive bank, product (including deposit, credit card and lending), regulatory, and dispute knowledge while analyzing cases, maintaining an investigative mindset while working to minimize risk to the Bank and its customers. Analyst works efficiently and accurately in self-directed manner within regulatory timelines. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results.

Requirements

One to three years of experience in Disputes, Fraud, Banking, or a related field preferred.
Associate's degree or equivalent work experience.
Strong analytical, problem-solving, multi-tasking, and conflict resolution skills.
Strong oral and written communication skills; ability to communicate effectively verbally and in writing to internal and external customers.
Ability to work independently and complete assigned work in a timely and accurate manner.
Excellent teamwork, interpersonal, and relationship building skills.
Proactive in identifying potential concerns and following-up to resolve such issues.
Strong attention to detail and organizational skills.
Ability to work under pressure and meet deadlines within regulatory timeframes.
Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met, and cases/customer concerns are escalated appropriately to capture complaints.
Strong computer navigation skills and ability to run multiple screens with different programs while simultaneously taking customer calls.

Responsibilities

Analyze and utilize all bank records available in multiple systems, including but not limited to Mobius, Fifth Third Direct, ACE, TSYS, PRISM, DVR, ACAPS, PEP+, Check Image Archive, Resolve Check, and the applicable case management system to facilitate a comprehensive review of unauthorized customer financial transactions and all other dispute types.
Assure that regulatory timeframes as well as internal Service Level Agreements are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, etc.
Ensure that departmental procedures as well as regulations are met such as Reg E, Reg Z, NACHA, FCRA, UCC and/or Association requirements for Mastercard, Visa, EWS.
Work all control reports, case timers and any reports proactively to ensure cases are worked within departmental and regulatory timeframes.
Understand the difference between various products (deposit, credit, and lending) and applies knowledge to cases, ensuring that the case is worked in accordance with the procedures governing that product.
Coordinate the investigation of any fraud/dispute issues with the appropriate fraud/dispute investigative unit or agency, as necessary.
Appropriately request documentation of transactions from other departments, customers, merchants, and other financial institutions to formulate appropriate risk decisions.
Interact with internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
Review cases not meeting pre-established guidelines with leadership.
Think critically and maintain an investigative mindset while reviewing and finalizing complex disputed financial transactions.
Accumulate progressive knowledge and apply it to the dispute investigation and identify gaps and trends and escalate them to leadership.
Navigate multiple bank and vendor systems to glean necessary information to process and resolve cases.