Disputes Intake Representative

Fifth Third; Grand Rapids (MI); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Disputes Intake Representative in Grand Rapids. This role offers a unique opportunity to provide exceptional customer service while managing dispute resolutions and ensuring compliance with regulations. The ideal candidate will demonstrate strong problem-solving abilities and empathetic communication skills, contributing to a positive customer experience. Join a team that values relationships and fosters career development in a collaborative environment. If you're ready to make a meaningful impact in the banking sector, this position is perfect for you.

Qualifications

• High school diploma or equivalent required.
• Customer-focused with empathetic communication skills.

Responsibilities

• Provide outstanding customer service while capturing accurate account information.
• Assist customers in filing disputes and checking statuses.

Skills

Customer Service

Empathetic Communication

Problem-Solving

Regulation Compliance (Reg E, Reg Z)

Computer Navigation

Education

High School Diploma

Job description

Disputes Intake Representative

Apply locations: Grand Rapids, MI | Time type: Full time | Posted on: Posted 2 Days Ago | Deadline to apply: May 28, 2025 (18 days left) | Job requisition id: R57366

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GENERAL FUNCTION:

Under general supervision, provides outstanding customer service while capturing accurate customer account and transaction information. The agent will also provide accurate expectations and disclosures regarding disputed transactions. Responsibilities include servicing inbound calls from customers and bankers, assisting customers in filing disputes or checking dispute statuses, initiating disputes using various systems, and documenting all required elements. The agent actively listens, questions customers, and researches transactions to prevent losses to both the customer and the bank.

The agent performs initial risk assessments related to UCC, CFPB, Regulation E, and Regulation Z claims to balance customer experience with case accuracy. They are responsible for following policies and procedures, ensuring a positive customer experience, and achieving results within the bank’s risk appetite.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Demonstrate excellent customer service, projecting confidence and ownership, and providing accurate SLAs and expectations.
• Understand different consumer products, apply knowledge to file disputes correctly, and follow specific procedures to mitigate risk.
• Capture comprehensive account and transaction information, analyze bank records, and utilize computer systems effectively.
• Mitigate risk by following procedures, listening actively, and analyzing accounts carefully.
• Handle customer information with discretion and integrity.
• Apply Reg Z and Reg E knowledge to ensure compliance.
• Escalate issues to leadership, identify trends, and suggest improvements.
• Follow training and guidelines, referring exceptions to leadership.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• High school diploma or equivalent.
• Ability to exercise independent judgment and ensure compliance with procedures and regulations.
• Customer-focused with empathetic communication skills.
• Ability to handle challenging calls professionally and calmly.
• Understanding of various product lines and dispute resolution policies.
• Excellent verbal and written communication skills.
• Strong reading comprehension and problem-solving skills.
• Dependability, adaptability, and flexibility.
• Proficiency in computer navigation and multitasking across multiple screens.

Location: Grand Rapids, Michigan 49546

Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees.

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About Us

Fifth Third Bank has a history of over 150 years and is one of the top-performing banks nationwide. We focus on building relationships with customers and employees, offering career development, health, and financial wellness programs, and fostering a collaborative environment. We aim to make a positive, lasting impact and are proud to be a caring place to grow as a customer and team member.