Job Description

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ABOUT THE ROLE:

The Dispute Resolution Department (DRD) Supervisor leads a team within the DRD, responsible for accepting and decisioning complex customer cases, including high-risk and sensitive situations. This role requires strategic oversight, regulatory expertise, and operational leadership to ensure compliance and drive performance. The DRD Supervisor acts as a key escalation point and contributes to continuous improvement and staff development initiatives.

Position not available for immigration sponsorship.

YOUR RESPONSIBILITIES:

The responsibilities for this role are below; you may support projects of varying complexity based on skill and organizational priorities.

• Lead Dispute Operations Oversee the processing of complex dispute types including debit, credit card, check, Zelle, ACH, HELOC, wire transfers, identity theft, and false applications to ensure accurate and compliant processing.

• Ensure Regulatory Compliance: Monitor and enforce adherence to Reg E, Reg Z, and FCRA requirements in all dispute handling procedures.

• Escalate Complex Cases: Serve as the escalation point for key stakeholders, providing detailed case explanations and collaborating with senior management and compliance officers.

• Identify Fraud Trends: Detect and communicate emerging fraud patterns to stakeholders, driving strategic actions and process improvements.

• Drive Continuous Improvement: Analyze data, review calls, and gather feedback to implement operational enhancements.

• Represent Department: Participate in regulatory examinations and cross-functional project teams to advocate for dispute operations.

• Manage Team Workflow: Coordinate daily operations to meet service and production standards, ensuring optimal workflow and coverage.

• Support Staff Development: Identify performance gaps, support refresher training, and manage succession planning for team members.

• Train New Hires: Oversee post-classroom training and promote cross-training to enhance team versatility.

• Conduct Quality Monitoring: Perform quality reviews and provide coaching based on performance and customer feedback.

• Create Improvement Plans: Assess individual development needs and design tailored plans to enhance performance.

• Manage Attendance and Payroll: Ensure accurate tracking of attendance and payroll for direct reports.

• Participate in Rotations: Engage in internal and external departmental rotations for professional growth.

• Adapt to Business Needs: Demonstrate flexibility by adjusting work schedules and priorities to meet evolving operational demands.

MINIMUM REQUIREMENTS:

• Education: Bachelor’s degree or equivalent work experience.

• Experience: 3+ years of experience in customer service, dispute resolution, or complaint management.

• Leadership: Demonstrated leadership in managing high-performing teams and driving operational excellence.

• Analytical Skills: Strong analytical, problem-solving, and communication skills.

• Technical Proficiency: Proficiency in Microsoft Office and call center systems.

REQUIRED SKILLS:

• Dispute Resolution Expertise: Deep understanding of dispute types and regulatory frameworks preferred

• Operational Leadership: Ability to effectively manage workflow, delegate tasks, and ensure service standards.

• Compliance Knowledge: Familiarity with Reg E, Reg Z, and FCRA.

• Stakeholder Communication: Proven communication & diplomacy skills to influence cross-functional/departmental collaboration & decisioning. Excellent written communication skills.

• Data-Driven Decision Making: Demonstrated ability to analyze data and build a clear case to drive continuous improvement.

• Training & Coaching: Experience in onboarding, cross-training, and performance coaching.

• Call Center Systems: Proficiency in relevant tools and platforms.

SKILLS FOR SUCCESS:

• Attention to Detail: Ensuring accuracy in dispute intake and resolution.

• Analytical Thinking: Identifying trends and performance gaps.

• Time Management: Prioritizing tasks and maintaining coverage.

• Collaboration: Working effectively with internal and external stakeholders.

• Adaptability: Adjusting to changing priorities and schedules.

• Leadership: Inspiring team performance and fostering development.

#LI-MW1

Dispute Supervisor - Intake (Closing 1130am-830pm)

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Grand Rapids, Michigan 49546

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.