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Dispute Resolution Representative-1 Jobs
Company | Fifth Third Bank |
Address | Cincinnati, OH, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-05-30 |
Posted at | 1 year ago |
Make banking a Fifth Third better®
- Interact with the Internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
- Refers exception cases to Escalations, Supervisor or Manager when they are outside of pre-established guidelines
- 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.
- Additional responsibilities as assigned
- Ensure that departmental procedures as well as regulations are met
- Works all control reports, timers and any reports proactively to ensure cases are worked within departmental and regulatory timeframes.
- Customer service skills to be able to contact customers or merchants as part of investigation.
- Handle customer calls in a professional, courteous manner utilizing discretion while balancing the risk between the Bank and the customer.
- Coordinate the investigation of any fraud/disputes issues with the appropriate fraud/dispute investigative unit or agency, as appropriate.
- 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.
- Request documentation of transactions from other departments, customers, merchants, and other financial institutions to formulate appropriate risk decisions.
- Ability to maintain professionalism in stressful and confrontational situations.
- Proactive in identifying potential concerns and following up to resolve such issues.
- Minimum of 1 year call center, banking operations or customer service.
- Ability to research and make appropriate decisions regarding complex cases.
- Strong attention to detail.
- Excellent oral and written communication skills.
- High School Diploma or equivalent.
- Strong PC knowledge, including MS Office, Word, and Excel, PowerPoint.
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