Fifth Third Bank, N.A. Disputes Supervisor in Cincinnati, Ohio
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GENERAL FUNCTION: Responsibility for supervising, coordinating and directing the daily operation of non-exempt Disputes Analysts in the Deposit Fraud Collections team who manage incoming internal and external customer claims resulting from fraudulentor unrecognized transactions. Responsible for ensuring the team is initiating, analyzing and rendering decisions on customer disputes with the goal of preventing losses to the customer and to 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 by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Achievement of personal, team and department performance and financial objectives.
versight of daily incoming and outgoing claim volume while ensuring ongoing compliance with internal Service Level Agreements, and implementing process changes to allow for the management of claim volume.
Plans, assigns and monitors the workflow of a group of employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.
Conducts call monitoring and claim reviews in order to provide meaningful feedback via coaching sessions with actionable results to direct report team.
Conduct s staff meetings, and daily team huddles to ensure team is current on modifications and process changes.
Identifies gaps in service and propose solutions to improve the customer experience.
Recommends system modifications for process improvements.
Monitor daily staff levels, production output of the staff, and front line quality review of input/output.
Performs regular risk assessments on all risk sensitive functions within the departmental workflow and ensures proper controls are in place.
Manage team performance and develop and implement strategies to exceed department Key Performance Metrics.
Analyze key call center metrics.
Handle escalated calls from external/internal customers and resolve complex issues involving fraud/non-fraud transactions and evaluating risks.
Partner with various Lines of Business throughout the bank to identify synergies, render consistent claim decisions, and resolve complex customer cases.
Work on assigned special projects.
SUPERVISORY RESPONSIBILITIES: Responsible for developing staff to their fullest potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and successionplanning; recognizing and rewarding employees for accomplishments.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Bachelor's degree or equivalent experience.
Minimum of 3 years supervisory/management experience in an operations environment, specifically Call Center.
Experience in check, credit card, and/or debit card fraud. Utilize Reg E, Uniform Commercial Code and Association (Visa/MasterCard) rules and regulations to resolve disputes.
Working knowledge of Bank Deposit Regulatory requirements, Regulation E, and the Uniform Commercial Code.
Demonstrated leadership skills in creating an environment where employees are excited, engaged and capable of delivering optimum performance.
Extensive customer service knowledge and background with the ability to create and deliver exceptional customer experiences.
wn Issues from Beginning to End, Exceed Customer Expectations and be adept at instilling this within each member of the team they lead.
Drive for teaching, walking and talking customer service, and be flexible in any situation.
Proven communication and diplomacy skills to work cross-organizationally to influence others drive results/change and implement projects/processes.
Strong analytical and quantitative capabilities to assess and drive process improvements and policy decisions.
Strong Administrative and Organizational skills
Strong PC skills in Microsoft Office.
Normal office environment with little exposure to dust, noise, temperature and the like.
Extended viewing of a CRT screen.
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.
Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.