Senior Disputes Servicing Supervisor

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Hours for position - 9:30 am - 6:30 pm M-F, Saturday rotation - 10 am - 5 pm

GENERAL FUNCTION:

Provides a leadership to the Disputes call center specialized team of agents handling customers whose disputes were denied, customers whose accounts were closed due to dispute abuse and Private Banking customers. Handles all dispute types including debit fraud, debit non-fraud, ACH, Check, Wire, credit card, Zelle, identity theft, false applications. 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, reassertion. Ensures compliance with Reg E, Reg Z, FCRA and other regulatory requirements in case capture, reassertion handling and coaches a team to be able to de-escalate highly dissatisfied customers.

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:

• Sets strategic direction and manages assignments of direct reports to ensure efficient and effective management of the specialized Dispute team, focusing on quality, complaint reduction, optimizing efficiency and minimize risk.

• Ensures agents meet all regulatory and call servicing requirements as measures by the quality and customer experience programs, including the accurate capture of customer reassertion and alerting management of any trends in dispute denials or first party fraud.

• Works on process improvement initiatives for denials, first party fraud and other specialty call types routed to the team by doing call analysis, deep dives and reporting trending or other gaps to disputes senior management.

• Point of contact for escalated denial and first party fraud issues.

• Collaborates with complaint leadership within the DRD or Operations, to provide root cause for transaction dispute complaints and recommends improvement opportunities to Day 2 management for enhancing denial or reassertion processes.

• Handle highly complex customer or operational issues and provides follow-up to other intake and Day 2 teams, customers and senior management.

• Ensures consistent and timely reporting of root cause trends are communicated to the Lines of Business, Risk, Compliance and Senior Management.

• Partners with Compliance/Risk Officers assigned as needed to work through reasserted disputes, identifying potential risks as well as opportunities to enhance policies and procedures.

• Responsible for overall staff development, ensuring the staff is appropriately trained and cross trained to meet and maintain service level standards.

• Drive improvements by making recommendations to improve training and quality as it relates to problem resolution within the disputes call center.

• Works with managers and supervisors to provide a work environment that promotes teamwork, customer service, staff development and achievement.

• Participates in regulatory examinations, providing reporting on product and servicing complaints on an ad hoc basis.

• Serves as intake subject matter expert on project teams as required.

• Assumes additional responsibilities and lead special projects 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.

KNOWLEDGE & SKILLS REQUIRED:

• Bachelor's degree or equivalent work experience required.

• 3-5 years' experience in Customer Service, Disputes Resolution, Complaint Resolution or related function escalated or specialty type function in the banking industry.

• 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.

• Must be an expert in call center and operational procedures, products, processes and systems.

• Superior analytical and problem resolution skills required. Must be able to evaluate and solve problems from multiple perspectives.

• Possess an understanding of risk and its potential impact on the Bancorp.

• Strong administrative and organizational skills

• Strong PC skills in Microsoft Office.

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.