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GENERAL FUNCTION:

Under general supervision, will manage 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. Must process cases meeting regulatory requirements for Reg E, Reg Z, NACHA, FCRA, UCC an/or Association requirements for Mastercard, Visa, EWS.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always ndoing 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Analyze and utilize all bank records available, including but not limited to Mobius, Fifth Third Direct, ACE, TSYS, PRISM, DVR, ACAPS, PEP+, Check Image Archive, Resolve Check, and the case management system to facilitate a comprehensive review of unauthorized customer financial transactions and all other dispute types.
• Handle customer calls in a professional, courteous manner utilizing discretion while balancing the risk between the Bank and the customer.
• Request documentation of transactions from other departments, customers, merchants, and other financial institutions to formulate appropriate risk decisions.
• 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.
• Works all control reports, timers and any reports proactively to ensure cases are worked within departmental and regulatory timeframes.
• Coordinate the investigation of any fraud/disputes issues with the appropriate fraud/dispute investigative unit or agency, as appropriate.
• Interact with the Internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Ensure that departmental procedures as well as regulations are met
• Refers exception cases to Escalations, Supervisor or Manager when they are outside of pre-established guidelines
• Customer service skills to be able to contact customers or merchants as part of investigation.
• Additional responsibilities as assigned

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or equivalent.
• Minimum of 1 year call center, banking operations or customer service.
• Excellent oral and written communication skills.
• Proactive in identifying potential concerns and following up to resolve such issues.
• Strong attention to detail.
• Ability to research and make appropriate decisions regarding complex cases.
• Ability to maintain professionalism in stressful and confrontational situations.
• Strong PC knowledge, including MS Office, Word, and Excel, PowerPoint.

Disputes Resolution Representative

LOCATION -- Cincinnati, Ohio 45227

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.