Disputes Servicing Specialist I

Location: Cincinnati
Posted on: January 14, 2021

Job Description:

GENERAL FUNCTION: Under general supervision, will provide optimal service to customers by supplying accurate account information and establishing expectations regarding disputed transactions. Responsible for initiating, analyzing and rendering decisionson customer disputes, with the goal of preventing losses to the customer and the bank.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

. Handle customer calls utilizing discretion while balancing the risk between the Bank and the customer while researching and resolving customer disputed transactions via systematic input.

. 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.

. Request documentation of transactions from other departments, customers, merchants, and other financial institutions to formulate appropriate risk decisions.

. 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 notificationletters to customers, case closure timeframes, etc.

. Interact with the internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.

. Specialist relies on instructions and pre-established guidelines to perform the functions of the job while referring exception cases to Supervisor/Manager.

. Additional duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

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