Dispute Intake Analyst

What you'd do

• Dispute Filing: Accurately file dispute claims in accordance with bank policies and regulatory requirements, comprehensively capturing customer accounts and transaction information to ensure accurate case decisioning.
• Documentation: Maintain detailed and accurate records of all customer interactions and dispute filings, using various computer systems for tracking, information gathering, and troubleshooting.
• Risk Assessment and Compliance: Conduct initial risk assessment of account and transaction data involving all Federal Regulations (UCC, Reg E/Z) to balance customer experience and case decision accuracy.
• Stay informed about the latest regulations and policies related to dispute resolution and ensure all actions comply with these standards.
• Escalation: Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
• Customer Service: Provide excellent customer service by addressing customer inquiries, projecting confidence, and ownership, and resolving issues promptly and professionally.
• Training and Guidelines: Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager.
• Quality: Maintain a high level of accuracy in dispute filings and documentation, measured through internal audits and quality assurance reviews.
• Conformance: Adhere to the provided daily schedule, including punctuality and attendance, measured through adherence reports.
• Sentiment: Ensure positive customer experiences, measured through speech analytics and sentiment analysis.
• Average Handle Time: Efficiently manage call durations to meet the average handle time targets, measured through call center performance reports.