Consumer Resolution Specialist II

First Financial Bank • Cincinnati, OH • 17h ago

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply. A Consumer Resolution Specialist III will be responsible for highly complex tasks to support Online Banking and Dispute functions. This includes the servicing of OLB enrollments, new accounts, bill pay, electronic statements, snap deposits, and service first and nCino requests. Processes Reg E and NACHA claims within Quavo. Assists and works with front-line associates to research and investigate claims/disputes. Essential Functions/Responsibilities

Ability to manage daily tasks and production to meet SLA expectations and provide a positive client experience; ensure timely and accurate completion of work

Adherence to operational controls, including compliance with all required regulations and policies

Ability to learn JHA fields pertaining to netteller parameters

Call agent - answers telephone and effectively communicates with internal/external clients

Ability to update and understand a wide variety of fields in OLB system including adding new accounts, setting up new OLB enrollments per documentation for relationship access, research, and resolution of issues regarding OLB access.

Processes a large volume of bill pay enrollments

Processes a large volume of snap deposits by daily deadlines

Processes all dispute @types within Quavo

Full understanding of all regulations and timelines, as they are related to disputes processing. (Reg E, NACHA)

May be considered subject matter expert and / or "go to" person in the department when Lead or Manager is unavailable.

May be responsible for training new associates.

Participates in special projects including automation needs, JHA testing/releases, EOY and DR.

Escalate issues accordingly within various systems (JH Portal, Zelle, etc).

Processes complaints through the complaint management system and provides research and

resolution accordingly

Must be a continuous learner to stay abreast of all rules and regs associated with the various dispute @types.

Account monitoring in coordination with the Recon team.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

High school diploma or equivalent

Financial, banking and/or operational knowledge preferred

Proficient in Microsoft Office (Word, Excel, Outlook, OneNote, SharePoint, etc.)

Strong Customer Service: both written and verbal communication skills

Strong problem-solving skills and ability to apply knowledge to practical situations

Must demonstrate the ability to change priorities quickly, handle multiple priorities, work effectively under time constraints, and contribute to the team effort

Must have high attention to detail and level of precision

Must have ability to listen and collaborate

Required to be available for escalation purposes outside of regular business hours

Preferred Knowledge and Skills

Intermediate knowledge of appropriate industry standard software (i.e. core banking and imaging)

Familiarity with departmental documentation

Familiarity with relevant rules and regulations

Ability to perform in a high volume, stressful environment that works within deadlines

Experience in Jack Henry Silverlake system

Level of Complexity and Scope

Ability to handle basic tasks to support the department

Degree of Independence and Decision-Making

Responsible for making day-to-day tactical decisions

Supports the strategic direction

Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjQ0ODY5LjEwNTA4QGJhbmthdGZpcnN0Y29tcC5hcGxpdHJhay5jb20

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