Bilingual Dispute Resolution Analyst

Fifth Third Bank; Grand Rapids (MI); On-site; USD 45,000 - 64,000; Full time

Benefits offered by this job

Competitive benefits

Inclusive culture

Job summary

Fifth Third Bank in Grand Rapids, MI is seeking a Bilingual Dispute Intake Analyst to leverage English and Spanish fluency, provide exceptional customer service, and capture accurate account information. The role handles inbound calls about filing disputes or checking status, including complex disputes, while adhering to UCC, Reg E, and Reg Z requirements.

The Analyst will de-escalate situations, perform risk analysis, and use bank and vendor systems to research questions.

Qualifications

• One to three years of experience in Disputes, Fraud, Banking, or a related field preferred.
• Associate's degree or equivalent work experience. Fluent in English and Spanish languages.

Responsibilities

• Dispute Filing: Accurately file dispute claims in accordance with bank policies and regulatory requirements, comprehensively capturing customer accounts and transaction information to ensure accurate case decisioning.
• Documentation: Maintain detailed and accurate records of all customer interactions and dispute filings, using various computer systems for tracking, information gathering, and troubleshooting.
• Risk Assessment and Compliance: Conduct initial risk assessment of account and transaction data involving all Federal Regulations (UCC, Reg E/Z) to balance customer experience and case decision accuracy.
• Escalation: Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures.
• Customer Service: Provide excellent customer service by addressing customer inquiries, projecting confidence, and ownership, and resolving issues promptly and professionally.
• Training and Guidelines: Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager.

Skills

Bilingual English/Spanish

Disputes experience

Customer service

Analytical thinking

Communication skills

Education

Associate's degree or equivalent

Tools

CRM systems

Office software

Job description

Fifth Third Bank in Grand Rapids, MI is seeking a Bilingual Dispute Intake Analyst to leverage English and Spanish fluency, provide exceptional customer service, and capture accurate account information. The role handles inbound calls about filing disputes or checking status, including complex disputes, while adhering to UCC, Reg E, and Reg Z requirements.

The Analyst will de-escalate situations, perform risk analysis, and use bank and vendor systems to research questions.