Dispute Escalations Analyst.
Location: Cincinnati, OH
Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. We employ about 19,000 people, and what we offer is:
This applies to our relationships with customers and employees alike.
# A chance for employees to build their future, with supportive career development and financial welln ess programs.
# An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.
# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.
It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.
Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.
GENERAL FUNCTION: Position handles complex customer interactions by providing outstanding customer service and ensuring resolution to the issue is complete. Remains primary point of contact for customer through resolution of issue. Performs a varietyof high dollar risk analysis of account and transactional data that are significantly complex in order to maintain maximum protection of the bank's deposit/credit portfolio. Identifies the problem and all relevant issues in straightforward situations,assesses each using procedures, and makes sound decisions.
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 by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
. Assumes ownership on every customer interaction to answer the customer's questions or solve the problem during the initial contact. When escalation is required to provide customer resolution, specialist will work with the appropriate area throughoutresolution.
. Provides Tier II support for the Dispute Resolution department and multiple off shore partners on policy/procedures, system navigation and product support.
. Analyze and utilize all bank records available, including but not limited to Mobius, Fifth Third Direct, ACE, Raft, Canopy, Total Systems 1, Total Systems 2, PRISM, DVR, ACAPS, PEP+, check image archive, Resolve Check, and the case management system tofacilitate a comprehensive review of unauthorized customer financial transactions.
. Assures 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 appropriatenotification letters to customers, case closure timeframes, etc.
. Ability to utilize full knowledge and understanding of department workflows and processes to make decisions.
. Recognizes and resolves exception items resulting from complex customer fraud or non-fraud scenarios. Involves management as appropriate.
. Coordinates the investigation of any fraud issues with the appropriate fraud investigative unit or agency, as appropriate.
. Interacts with the Bank's departments to identify trends/issues and offer recommendations for improvements to policy and procedures suggesting improvements and changes to processes and policies to improve productivity or customer satisfaction asapplicable.
. Initiates and participates in special projects including system and staff analysis to improve the day-to-day operation of the group.
. Follows standard procedures and action plans to reduce risk exposure on identified items or transactions.
. Handle escalation calls requiring additional expertise.
. Provides accurate information to customer explains policies so the customer can understand.
. Request documentation of transactions from other departments, customers, merchants, and other financial institutions to make appropriate risk decisions.
. Responsible for process documentation, on boarding and training of new associates.
. May assume additional responsibilities as necessary.
SUPERVISORY RESPONSIBILITIES: None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
. Bachelor's Degree or equivalent work experience.
. Minimum of 3 years work experience in call center, banking operations or customer service.
. Knowledge of regulatory requirements related to fraud detection/investigation, including Suspicious Activity Reports, USA PATRIOT Act, OFAC, Reg. CC, Reg E, Reg Z and FACTA, Visa/Mastercard Chargeback rules.
. Excellent oral and written communication skills.
. Advanced knowledge of banking products and procedures required.
. Excellent customer service skills and the ability to articulate and explain information clearly.
. Strong organizational skills and attention to detail.
. Must be proactive in identifying potential concerns and following up to resolve such issues.
. Ability to research and make appropriate decisions regarding complex cases.
. Ability to maintain professionalism in stressful and confrontational situations.
. Ability to work independently and meet deadlines.
. Strong PC knowledge, including MS Office, Word, and Excel, PowerPoint.
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Extended viewing of a CRT screen.
. Extended telpone use/Repetitive keystroke moments.
Fifth Third Bank 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.