Dispute Intake Analyst

Fifth Third Bancorp
Cincinnati
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: associatesSkills: ["Customer service","Conflict resolution","Analytical thinking","Problem-solving","Multi-tasking","Communication","Teamwork","Interpersonal skills","Relationship building","Attention to detail","Organizational skills","Independent judgment"]

Serve inbound calls from customers and bankers to help file and track disputes in a call center environment. Accurately intake dispute claims, capture customer account and transaction details, and perform moderate risk analysis to ensure compliance with UCC and Regulation E/Z. Use bank and vendor systems to research transactions, de-escalate dissatisfied customers, and escalate process or policy concerns. Maintain detailed documentation and meet quality, conformance, sentiment, and handle-time performance metrics.

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FursaFursa
Fifth Third Bancorp
Fifth Third Bancorp
3 days ago

Dispute Intake Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Serve inbound calls from customers and bankers to help file and track disputes in a call center environment. Accurately intake dispute claims, capture customer account and transaction details, and perform moderate risk analysis to ensure compliance with UCC and Regulation E/Z. Use bank and vendor systems to research transactions, de-escalate dissatisfied customers, and escalate process or policy concerns. Maintain detailed documentation and meet quality, conformance, sentiment, and handle-time performance metrics.
Location: Cincinnati
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Accurately file dispute claims in accordance with bank policies and regulatory requirements while capturing complete account and transaction information.
  • •Maintain detailed, accurate records of customer interactions and dispute filings using computer systems for tracking and troubleshooting.
  • •Conduct initial risk assessment and ensure compliance with UCC, Regulation E, and Regulation Z requirements for dispute resolution.
  • •De-escalate dissatisfied customers, provide prompt and professional customer service, and ensure balanced outcomes for customer experience and risk management.
  • •Escalate complaints, trends/issues, and recommendations for improvements to appropriate leadership; refer exception cases to Supervisor/Manager.

Key Requirements

  • •1-3 years of experience in Disputes, Fraud, Banking, or a related field (preferred).
  • •Associate's degree or equivalent work experience.
  • •Strong analytical, problem-solving, multi-tasking, and conflict resolution skills.
  • •Strong oral and written communication skills for internal and external customers.
  • •Ability to work under pressure, meet regulatory deadlines, and use multiple computer screens/systems while taking calls.
Experience:1-3 yearsBankingFraudDisputes
Education:Associate's
Skills:Customer serviceConflict resolutionAnalytical thinkingProblem-solvingMulti-taskingCommunicationTeamworkInterpersonal skillsRelationship buildingAttention to detailOrganizational skillsIndependent judgment

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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