Disputes Servicing Bilingual Specialist

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GENERAL FUNCTION:

Under general supervision provides outstanding customer service while capturing accurate customer account and transaction information. Agent will also provide accurate expectations and disclosures regarding disputed transactions. Agent will service inbound phone calls from customers and bankers in English and Spanish in a call center environment to assist customers needing to file a dispute or check on the status of a previously filed dispute. Agent is responsible for initiating a dispute using various computer systems and documenting all elements as required by regulations and as governed by department. Agent actively listens to and questions customer, thinking critically to accurately initiate disputes. Agent uses various bank and vendor systems to research questions regarding the disputed transactions with the goal of preventing losses to the customer and the Bank.

Accountable for initial risk assessment of account and transaction data involving Uniform Commercial Code [UCC], Consumer Federal Protection Bureau [CFPB], and Regulation E and Regulation Z claims in effort to balance customer experience and case decisioning accuracy.

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 & RESPONSIBILITIES:

• Demonstrate excellent customer service skills when speaking to customers in English and Spanish, projecting confidence and ownership to the customer, and providing accurate SLAs and expectations, as measured through the department's quality and customer satisfaction program.
• When needed, provide live translations between callers and specialized dispute intake agents.
• When needed, explain in Spanish the language of written dispute letters sent by the Bank.
• Understand difference between various consumer products and apply knowledge to file dispute in correct system, give correct timeframes/disclosures, ask appropriate questions, and follow procedures for limiting risk based on said product.
• Comprehensively capture customer account and transaction information in correct filing system by analyzing all available bank records and data from vendor systems. Effectively use computer systems for tracking, information gathering, and/or troubleshooting.
• Mitigate risk to Bank and customer by following necessary procedures, listening actively to customer, and analyzing customer accounts carefully. Think critically and ask probing questions of customer to ensure correct type of dispute is filed.
• Demonstrate extreme discretion and integrity while handling customer's personal and account information over the phone and on the computer.
• Understand and apply Reg Z and Reg E knowledge while filing cases, to ensure that the Bank complies with these regulations.
• Escalate to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to leadership.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• High school diploma or equivalent experience.
• Fluent in English and Spanish.
• Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.
• Customer-focused, understanding individual customer needs.Must be able to express empathy towards customer's perspective.
• Ability to adapt to the needs of challenging calls and remain professional and in control of difficult calls (i.e., understanding and responding appropriately to deescalate emotional responses such as sadness and anger).
• Ability to comprehend various products lines and related company policies as it pertains to resolving disputes.
• Excellent verbal and written communication skills.
• Excellent reading comprehension and problem-solving skills.
• Adaptability, dependability, and flexibility.
• Strong computer navigation skills and ability to run multiple screens with different programs while simultaneously taking customer calls.

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.