Bilingual Dispute Intake Analyst
On-siteGrand Rapids, Michigan, United States
Job Summary
Answer inbound phone calls from customers and bankers to assist with filing disputes, checking status, and handling specialized cases involving denied claims or private bank clients. Accurately capture account and transaction information while conducting initial risk assessments under Uniform Commercial Code and Regulation E/Z guidelines. Maintain detailed documentation of interactions and escalate process or customer concerns to appropriate leadership. Balance customer experience with risk management by de-escalating conflicts and ensuring compliance with regulatory standards. Adhere to daily schedules and meet performance metrics for accuracy, average handle time, and sentiment.
Required Qualifications
- Fluent in English and Spanish languages
- Associate's degree or equivalent work experience
- Strong oral and written communication skills
- Ability to communicate effectively verbally and in writing and internal and external customers
- Excellent teamwork, interpersonal skills, and relationship building skills
- Strong attention to detail and organizational skills
- Ability to work under pressure and meet deadlines within Regulatory timeframes
- Ability to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met, and cases/customer concerns are escalated appropriately to capture Complaints
- Strong computer navigation skills and ability to run multiple screens with different programs while simultaneously taking customer calls
Desired Qualifications
- One to three years of experience in Disputes, Fraud, Banking, or a related field
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