Dispute Intake Analyst

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Under general supervision, the Dispute Intake Analyst provides outstanding customer service while capturing accurate customer account and transaction information. The Analyst services inbound phone calls from customers and bankers in a call center environment to assist customers needing to file a dispute or check the status of a previously filed dispute. This includes specialized disputes such as denied claims, reassertions, repeat offenders, and Private Bank client customers.

The Analyst actively listens, asks critical questions, initiates disputes, performs moderate risk analysis, and ensures compliance with UCC, Regulation E, and Regulation Z claims. They use bank and vendor systems to research disputed transactions with the goal of preventing losses to the customer and the bank. The Analyst de‑escalates dissatisfied customers, escalates concerns to the appropriate team, and balances customer experience with risk management to achieve optimal outcomes.

• 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.

• 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.

• 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 with 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 time frames.
• 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.

The base salary for this position is reflective of the range of salary levels for all…