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Make banking a Fifth Third better®

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GENERAL FUNCTION:

Primary responsibilities include the management of onshore and offshore personnel, as well as third party vendors, dedicated to the processing of fraud and non-fraud customer disputed card and deposit transactions. Design work flows, supervise staff, and develop and maintain policies and procedures for all dispute related functions under purview.

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 by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develops and executes the disputes program by establishing robust workflows that support optimal use of resources for maxim return on investment while maintaining superior customer service.

• Manages a team of employees who conduct investigations of reported disputed cases. Provides direction in the investigation and evaluation of suspicious activity, with responsibility for customer service, recovery, and regulatory compliance.

• Assists in the development of dispute operations tactical and strategic planning.

• Develops and executes training programs for the dispute operations teams; creates and maintains policies and procedures for the dispute operations functions.

• Reviews statistical analysis reports to determine process efficiency, and evolves workflows/processes to optimize case results/outcomes.

• Establishes, monitors and reports dispute case performance metrics to measure return on investment.

• Benchmarks against industry peer to continuously identify areas for operational efficiency.

• Establishing and maintaining service level agreements with line of business partners.

• Understand the procedures and systems associated with Regulation E/Z compliance, NACHA, MasterCard/Visa rules and regs and all other associated regulatory practices governing disputes processing.

• Serves as a project team member to represent dispute operations on new products/initiatives that have an impact on operational practices. If needed, implements new processes, workflows, or monitoring to address identified risks or process changes.

• Serves as a liaison with Information Technology in the development, enhancement, and ongoing maintenance of operating systems, maintenance and enhancement requests.

• Interacts with bank examiners and/or internal auditors. Addresses and corrects issues raised in audits and exams.

• Serves as a liaison with local, state, and federal law enforcement when required.

• Assumes additional responsibilities and leads 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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree or equivalent experience.

• Minimum of 5 years of supervisory, management or leadership experience.

• Minimum of 2 years of call center, banking operations or customer service.

• Comprehensive knowledge of regulatory and compliance issues related to dispute processing required.

• Possess the ability to work independently and meet deadlines. Must be resourceful, flexible, high energy, and assertive.

• Strong organization and communication skills.

• The ability to negotiate and collaborate with others, initiate action, adapts to change, make difficult decisions and accept challenging assignments.

• Ability to identify potential concerns and following up to resolve issues.

• Proficient with a variety of computer-based systems and Microsoft Office products.

  #LI-MW1

Disputes Resolution Manager

LOCATION -- Cincinnati, Ohio 45227

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.

Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Are you ready to take the next step?

Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.