Disputes Intake Representative- 9:00A-6:00P MTRF/11:00A-5:00P Sat

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GENERAL FUNCTION:

Under general supervision will provide optimal service while supplying accurate account information and establishing expectations regarding disputed transactions. Handles inbound phone calls from customers and bankers in a call center environment to service customers who need to dispute a transaction or an account and provides status of existing cases to customers. Perform moderate risk analysis of account and transaction data involving Uniform Commercial Code [UCC] and Regulation E and Regulation Z claims in effort to balance customer experience and risk for the bank. Responsible for initiating a dispute and capturing all elements as required by regulations and as governed by department procedures; researching customer transactions, analyzing and rendering decisions on customer disputes, with the goal of preventing losses to the customer and the bank.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

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.