Disputes Supervisor Intake – Bilingual

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GENERAL FUNCTION:

Provides a leadership to a team of inbound call center or Day 2 agents in a specialized disputes team. Agents service customers who need to open a dispute or who call on status of existing dispute for all disputes types including debit fraud, debit non-fraud, ACH, Check, Wire, credit card, Zelle, identity theft, false applications. Agent has deep knowledge of regulatory requirements for disputes and can route calls accordingly to other vendor or internal servicing groups where customer issue is not dispute. Serves as an internal expert on problem resolution best practices, providing guidance and direction to appropriate functional areas and lines of business to improve the overall customer experience. Oversight for service levels for the department as well as monitoring trends in denials, first party fraud, reassertions. Ensures compliance with Reg E, Reg Z, FCRA and other regulatory requirements in case capture and coaches agents to deliver great service.

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:

• Manages assignments of direct reports to ensure efficient and effective management of the team, coaching to meet performance goals as measured by key metrics such as handle time, customer experience, quality.
• Ensures agents meet all regulatory and call servicing or case requirements as measures by the quality and customer experience programs, and alerts management of any fraud or dispute trends or customer and/or agent pain points.
• Monitors Call Center activity in Spanish and English to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.
• Conduct call monitoring through recorded calls, side by side observations, agent call support by answering questions to be able to provide meaningful feedback, coaching action plans to agents to support agents meeting performance goals in Spanish and English.
• Oversee and assist in resolving escalated operational and customer service issues in Spanish and English. Forward staff suggestions for improvement to other members of the Call Center management team.
• Identify gaps in service and proposing solutions improve the customer experience.
• Recommend system modifications for process improvements.
• Monitor daily staff levels, production output of the staff, and review of quality/customer experience input/output and make recommendations to management to improve agent or customer experience.
• Manage team performance and develop and implement strategies to exceed department Key Performance Metrics.
• Handle escalated calls from external/internal customers and resolve complex issues involving fraud/non-fraud transactions and evaluating risks.
• Serves as intake subject matter expert on project teams as required.
• Partner with other disputes leaders in intake, escalations, denial and Day 2 to make recommendations to improve customer experience, reduce complaints and reduce call-backs.
• Partner with various Lines of Business throughout the bank to identify synergies, render consistent, accurate claim decisions, and resolve complex customer issues.
• Conduct staff meetings, and daily team huddles to ensure team is kept up to date on changes.
• Additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree or equivalent experience.
• Fluent in the Spanish Language.
• Minimum of 1 year supervisory/management experience in an operations environment or Call Center.
• Experience in check, credit card, and/or debit card fraud preferred.
• 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.
• Proven communication and diplomacy skills to work cross-organizationally to influence others drive results/change and implement projects/processes. Excellent verbal and written communication skills.
• Strong analytical and quantitative capabilities to assess and drive process improvements and policy decisions preferred.
• Strong administrative and organizational skills.
• Strong PC skills in Microsoft Office.

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Disputes Supervisor Intake – Bilingual

LOCATION — Grand Rapids, Michigan 49546

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.

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