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
. 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
. 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,
. 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
. Additional duties as assigned.
SUPERVISORY RESPONSIBILITIES: None.