Disputes Customer Experience & Process Analyst | Fifth Third Bank Positions

Job’s Overview:

Fifth Third Bank is seeking a Disputes Customer Experience & Process Analyst in Grand Rapids, MI. Please take a moment to read the job post below if you are interested:

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General Function

Support enhancement of efforts across the Dispute Resolution process to drive customer experience and operational excellence. Conduct quality audits and share overall insights and learnings. Identify risk points and partner with operations team and other organizations to develop control points to mitigate risk. Create suggested action plans that address opportunities and engage in implementation of new initiatives.

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.

Duties & Responsibilities

• Conduct quality audits and share overall insights and learnings. Assists in measuring team productivity through providing insights to leadership teams.
• Proactively identifies potential issues and makes recommendations to execute solutions to mitigate risk including process improvement initiatives and takes ownership to partner on implementation.
• Collaborate with business partners and leadership to provide insight into training opportunities and make recommendations for department wide improvements and product/service enhancements
• Identifies, plans, and implements organizational process improvements to enhance overall operational excellence.
• Partner with Disputes leaders and front line to share findings and actions to leverage best practices and identify common root causes.
• Acts as a subject matter expert to assist in influential coaching through quality audit reviews and team meetings
• Assists with the creation, updates, and tracking of departmental policies and procedures
• Proactively solicit feedback from partners to better understand business needs, identify opportunities for individual development, and enhance support
• Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None

Knowledge & Skills Required

• High school diploma or equivalent.
• Minimum 2 years previous experience in financial industry, banking or contact centers
• Strong communications skills.
• Detail oriented and abie to handle multiple tasks and shift priorities
• Demonstrated ability to break down processes and understand upstream/downstream impacts to process changes
• Ability to work independently with minimal supervision to achieve goals and meet demanding timelines.
• High level of collaboration and able to partner with others to achieve outcomes.
• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.
• Six Sigma or related training preferred.

Disputes Customer Experience & Process Analyst

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.

Getting the Disputes Customer Experience & Process Analyst designation comes with some responsibilities. It would be a wise idea to take a few minutes to learn more about it so you can make an informed decision.

Applicants must meet the above-mentioned requirements in order to qualify for consideration to work as a Disputes Customer Experience & Process Analyst.

By clicking on the apply now button, you will be redirected to the official recruitment website where you can fill out your application.