Dispute Intake Analyst
On-site · Grand Rapids, Michigan, United States
Job Summary
Dispute Intake Analyst role handling inbound customer and banker calls to file or check status of disputes, performing risk assessments under UCC and Reg E/Z, and ensuring regulatory compliance. Responsibilities include accurate documentation of accounts and transactions, researching disputes across bank systems, escalating issues to leadership, maintaining high-quality customer service, and adhering to guidelines and performance metrics. Requires an Associate’s degree or equivalent experience, 1–3 years’ experience in disputes/banking or related field, strong analytical and communication skills, attention to detail, and ability to manage multiple tasks under regulatory timeframes.
Required Qualifications
- One to three years of experience in Disputes, Fraud, Banking, or a related field preferred
- Associate's degree or equivalent work experience
- Strong analytical, problem-solving, multi-tasking, and conflict resolution skills
- 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
- Proactive in identifying potential concerns and following up to resolve such issues
- 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
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