Top 15 Call center quality analyst Jobs in Cincinnati Oh

Dispute Intake Analyst - Varying Shifts
Fifth Third Bank —Cincinnati, OH
- 8 hour shift
- Writing skills
- Research
- Mid-level
Americas Delivery Center Pod Lead- Technology
Protiviti —Blue Ash, OH
- $82,000 - $149,040 a year
- Email
- Hybrid work
- Background check
- Microsoft Excel
- Microsoft Outlook
- Paid parental leave
- Health savings account
16h
Risk Analyst
Fidelity TalentSource —Covington, KY
- $28 - $31 an hour
- Temporary
- Research
- Mid-level
- Office
8d
Bilingual Dispute Intake Analyst - 11:45am - 8:15pm Monday - Thursday 8:30am - 5pm Saturday
Fifth Third Bank —Cincinnati, OH
- Full-time
- Spanish
- Writing skills
- English
Americas Delivery Center Finance and Accounting Senior Analyst
Protiviti —Cincinnati, OH
- $48,000 - $80,000 a year
- Email
- Hybrid work
- Background check
- Microsoft Excel
- Microsoft Outlook
- Paid parental leave
- Health savings account
Financial Analyst II
Cincinnati Children's Hospital —Cincinnati, OH
- $67,537.60 - $86,112.00 a year
- Full-time
- Bachelor of Science
- Mid-level
- Finance
10d
Team Lead – Call Center
Creya Staffing Services OPV PVT LTD —Cincinnati, OH
- $18 - $22 an hour
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
Quick Apply
1d
Licensed Health Insurance Sales Agent - WORK FROM HOME
TRANZACT —Cincinnati, OH
- $18 - $20 an hour
- Full-time
- Remote
- Spanish
- English
- Communication skills
- Paid training
- Paid holidays
Quick Apply
4d
ACF Sr Credit Analyst I - Zone A
GM Financial —Cincinnati, OH
- Full-time
- Hybrid work
- Customer service
- System design
- Research
- Tuition reimbursement
- 401(k) matching
14h
Supply Chain Healthcare Logistics Management Consulting Manager
Accenture —Cincinnati, OH
- $87,400 - $293,800 a year
- Full-time
- Oracle
- 3 years
- Bachelor's degree
- Paid holidays
- Disability insurance
Salesforce Data Cloud & AI Architect Senior Manager
Accenture —Cincinnati, OH
- $122,700 - $302,400 a year
- Full-time
- Management
- Computer Science
- Mentoring
- Paid holidays
- Disability insurance
Salesforce Data Cloud & AI Tech Architect (Tech Architecture/Solution Architecture)
Accenture —Cincinnati, OH
- $87,400 - $266,300 a year
- Full-time
- Hybrid work
- Management
- Computer Science
- Mentoring
- Paid holidays
- Disability insurance

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call center quality analyst jobs near cincinnati oh

Dispute Intake Analyst - Varying Shifts

Fifth Third Bank -
Cincinnati, OH

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Job Details

Full-time

Qualifications

Customer relationship building
Phone communication
Writing skills
Employee relationship building
Research
Incident Escalation
Computer skills
Escalation handling

Full Job Description

Make banking a Fifth Third better®
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

Two shifts available for this role:

11:45am - 8:15pm Monday through Friday

11:45am - 8:15pm Monday through Thursday 8:30am - 5:00pm Saturday

GENERAL FUNCTION:

Under general supervision, the Dispute Intake Analyst provides outstanding customer service while capturing accurate customer account and transaction information.

The Dispute Intake Analyst plays a crucial role in delivering exceptional customer service while managing complex dispute scenarios . Under general supervision, the Analyst will service inbound phone calls from customers and bankers in a call center environment to assist customers needing to file a dispute or check on the status of a previously filed dispute. This may include specialized disputes, including denied claims, reassertions, repeat offenders, and Private Bank client customers. The Analyst actively listens to and questions customers, thinking critically to accurately initiate disputes, performing moderate risk analysis , and ensuring compliance with Uniform Commercial Code (UCC) and Regulation E and Regulation Z claims. The Analyst uses various bank and vendor systems to research questions regarding the disputed transactions with the goal of preventing losses to the customer and the bank.

By leveraging conflict management skills, the Intake Analyst effectively de-escalates dissatisfied customers and escalates process, customer and procedure concerns to the appropriate team. The Analyst’s goal is to balance customer experience with the bank's risk management, ensuring optimal outcomes for both.

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:

Dispute Filing: Accurately file dispute claims in accordance with bank policies and regulatory requirements, comprehensively capturing customer accounts and transaction information to ensure accurate case decisioning.
Documentation: Maintain detailed and accurate records of all customer interactions and dispute filings, using various computer systems for tracking, information gathering, and troubleshooting.
Risk Assessment and Compliance : Conduct initial risk assessment of account and transaction data involving all Federal Regulations (UCC, Reg E/Z) to balance customer experience and case decision accuracy. Stay informed about the latest regulations and policies related to dispute resolution and ensure all actions comply with these standards.
Escalation: Escalate complaints to appropriate leadership when identifying trends/issues and offer recommendations for improvements to policy and procedures, as applicable.
Customer Service: Provide excellent customer service by addressing customer inquiries, projecting confidence, and ownership, and resolving issues promptly and professionally.
Training and Guidelines: Rely on training, instructions, and pre-established guidelines and procedures to execute the functions of the job while referring exception cases to Supervisor/Manager.

Performance Metrics:

Quality: Maintain a high level of accuracy in dispute filings and documentation, measured through internal audits and quality assurance reviews.
Conformance: Adhere to the provided daily schedule, including punctuality and attendance, measured through adherence reports.
Sentiment: Ensure positive customer experiences, measured through speech analytics and sentiment analysis.
Average Handle Time: Efficiently manage call durations to meet the average handle time targets, measured through call center performance reports.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

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.

Dispute Intake Analyst - Varying Shifts

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.

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 - Cincinnati, Ohio 45227

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.

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Refine Your Search

call center quality analyst jobs in cincinnati oh

Dispute Intake Analyst - Varying Shifts

Americas Delivery Center Pod Lead- Technology

Risk Analyst

Bilingual Dispute Intake Analyst - 11:45am - 8:15pm Monday - Thursday 8:30am - 5pm Saturday

Americas Delivery Center Finance and Accounting Senior Analyst

Financial Analyst II

Team Lead – Call Center

Licensed Health Insurance Sales Agent - WORK FROM HOME

ACF Sr Credit Analyst I - Zone A

Supply Chain Healthcare Logistics Management Consulting Manager

Salesforce Data Cloud & AI Architect Senior Manager

Salesforce Data Cloud & AI Tech Architect (Tech Architecture/Solution Architecture)

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