Disputes Resolution Day 2 Team Lead

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GENERAL FUNCTION:

Acts as a Subject Matter Expert (SME) coach to assist Day 2 agents in resolving customer disputes, internal and external customer questions, issues and concerns about accounts. May act as the primary trainer for Day 2 new hires.

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 & RESPONSIBILITIES:

• Communicate & provide professional customer service for internal & external customers. Assist with intake or escalated calls or complex cases as needed at the direction of management.

• Expert level knowledge of department processes & product knowledge to serve as the first line of support in resolving internal & external customer issues.

• Ensures resolution of complaints or cases meet established service level agreements (SLA) and further escalate issues outside SLA to Department Management. Must work all control or aging reports to ensure regulatory compliance and accuracy.

• Train new hires in DRD using department training materials and procedures, and will assist in keeping training materials and documented procedures up to date.

• Assist in onboarding new employees including ensuring correct access and checking e-learning completion.

• Communicate & train employees on any updates or changes in policies & procedures.

• Leads all intake new employee nests, providing post-training coaching and support or Day 2 training.

• Provide direction to personnel within group for product, processing, & research issues or questions.

• Serves as liaison between management & front line agents & as primary contact for department & customers in Team Supervisor's absence.

• Communicates and escalates to management, any trends identified when reviewing calls or cases.

• Work on case or call deconstructions based on case review or complaint review

• Work closely with the department manager and team supervisor to accomplish departmental goals while suggesting new techniques to improve productivity.

• Assists management to complete, maintain, & update departmental procedures, productivity and quality reports, control reports & daily employee statistics.

• Participate in quality monitoring observation & feedback sessions to provide agent feedback on call or case reviews.

• Develop coaching techniques & feedback for productivity, quality, & process effectiveness.

• Updates and maintains appropriate files, databases and other documentation within departmental guidelines.

• Manages time efficiently to ensure completion of assigned complaints/tasks while contributing to established department service standards.

• Completes special projects & tasks as directed by management.

• Achievement of personal, team and department performance and financial objectives

• Oversight of daily incoming and outgoing claim volume while ensuring ongoing compliance with internal Service Level Agreements, and implementing process changes to allow for the management of claim volume

• Plans, assigns and monitors the workflow of a group of employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained

• Identifies gaps in service and propose solutions to improve the customer experience

• Recommends system modifications for process improvements

• Manage team performance and develop and implement strategies to exceed department Key Performance Metrics

• Partner with various Lines of Business throughout the bank to identify synergies, render consistent claim decisions, and resolve complex customer cases

• Work on assigned special projects

• Potential for other duties as assigned

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• An understanding of Reg E

• Working knowledge of Bank Deposit Regulatory requirements

• Minimum 1 year experience in Disputes or Fraud Investigations

• Ability to adapt & prioritize in a rapidly changing, fast paced environment.

• Ability to solve complex problems.

• Prior Project management as a lead or champion

• Demonstrates the core values and models the way for others

• Ability to learn and retain information quickly

• Strong time management skills

• Strong written & verbal communication skills required

• Experience with Microsoft products, such as Access, Word, Excel, PowerPoint, and Outlook

• A strong understanding of our current procedures and policies

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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.