Disputes Intake Representative

Disputes Intake Representative

Requirements

• High school diploma or equivalent experience.
• Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.
• Customer-focused, understanding individual customer needs. Must be able to express empathy towards customer’s perspective.
• Ability to adapt to the needs of challenging calls and remain professional and in control of difficult calls (i.e., understanding and responding appropriately to deescalate emotional responses such as sadness and anger).
• Ability to comprehend various products lines and related company policies as it pertains to resolving disputes.
• Excellent verbal and written communication skills.
• Excellent reading comprehension and problem-solving skills.
• Adaptability, dependability, and flexibility.
• Strong computer navigation skills and ability to run multiple screens with different programs while simultaneously taking customer calls.

Responsibilities

• Demonstrate excellent customer service skills when speaking to customers, projecting confidence and ownership to the customer, and providing accurate SLAs and expectations, as measured through the department’s quality and customer satisfaction program.
• Understand difference between various consumer products and apply knowledge to file dispute in correct system, give correct timeframes/disclosures, ask appropriate questions, and follow particular procedures for limiting risk based on said product.
• Comprehensively capture customer account and transaction information in correct filing system by analyzing all available bank records and data from vendor systems. Effectively use computer systems for tracking, information gathering, and/or troubleshooting.
• Mitigate risk to bank and customer by following necessary procedures, listening actively to customer, and analyzing customer accounts carefully. Think critically and ask probing questions of customer to ensure correct type of dispute is filed.
• Demonstrate extreme discretion and integrity while handling customer’s personal and account information over the phone and on the computer.
• Understand and apply Reg Z and Reg E knowledge while filing cases, to ensure that the Bank complies with these regulations.
• Escalate to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to leadership.

Preferred Qualifications

No preferred qualifications provided.