Disputes Exceptions Manager

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GENERAL FUNCTION:

Responsible for coordinating and directing the daily operations of non-exempt Disputes Analysts in the Disputes Resolution onshore or offshore teams to exception processes for groups across the department as well as vendor support. This position is the primary owner for one or more of three critical vendor relationships for SLK, TSYS and/or FIS, all of whom process transaction disputes as a pass through to Fifth Third Disputes teams. Responsible for ensuring vendor and exceptions team meet overall company standards and follows rules and regulations such as Quality, SLAs, Reg E, Reg Z, FCRA.

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 AND RESPONSIBILITIES :

• Manages high risk processes within disputes, including FCRA Debit Bureau process, chargeback initiation process. Involves high level of contact with partners involved in these processes, Bank Protection, Compliance, Legal, Payments Business Controls.

• Responsible for ensuring smooth operation for day-to-day functions at high risk vendors (SLK, TSYS, FIS), including communicating all process changes, updating procedures, responding to questions that require directions, provide performance related feedback, monitor SLA and work queues to ensure within time frame.

• Monitor reporting to ensure high risk vendors meet regulatory requirement for Reg E, Reg Z, FCRA and escalate vendor concerns to appropriate disputes senior management, vendor management and/or line of business.

• Project team member for any project or process improvement to represent vendor processes, and work with contacts at the vendor to communicate changes.

• Develop control reports for monitoring vendor performance against all chargeback execution through the chargeback life cycle and maximizing recovery opportunities.

• Complete all Service Owner functions for high risk vendors (SLK, TSYS, FIS) and non-critical vendors Verifi, Ethoca; including quarterly performance assessments, risk questionnaires, complaint monitoring, business continuity planning, exit strategies.

• Responsibility can include any case type, including but not limited to FCRA Disputes, HELOC, Ublock processing, TSYS cases and FIS chargebacks

• Serve as liaison between vendors and the business line to identify products and services to support operational efficiency.

• Evaluate vendor (i.e. TSYS, WorldPay, SLK, Ethoca, Verfi) performance on a daily basis, providing counseling & guidance daily, weekly or monthly as needed.

• Develop deep understanding of TSYS and FIS policies and procedures for consumer, prepaid and commercial card.

• Act as liaison between Fifth Third Commercial team and TSYS for commercial disputes escalated issues; and between FIS and Fifth Third for prepaid disputes escalated issues.

• Establish and maintain scorecards for individual vendors, ensuring that Key Performance Indicators (KPIs) are in alignment with vendor contracts and LOB requirements.

• Prepares status reports and presentations to keep all levels of management and internal partners abreast of key milestones, alternatives, and potential risks.

• Updates Vendor Managers on a monthly basis for update disputes vendor performance for the Monthly Performance Review, represents Disputes Resolution Department at the monthly performance meetings, completes Quarterly Performance Assessments for TSYS, Verif, WorldPay and other vendors as needed.

• Gathers, analyzes, aggregates, and reports on risk data to develop solutions to analytical, implementation, and/or execution issues.

• Ensure invoices are accurate, properly authorized by the Lines of Business and explain any variances align with the vendor contracts in effect.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or equivalent combination of education and experience.

• 3 years of related business experience. Experience in vendor management, contracts administration, and/or portfolio management, within a financial services company is a plus.

• Minimum of 5 years of supervisory, management or leadership experience.

• Strong analytical skills - experience with business case development.

• Experience in check, credit card, and/or debit card fraud. Utilize Reg E, Uniform Commercial Code and Association (Visa/MasterCard) rules and regulations to resolve disputes.

• Working knowledge of Regulatory requirements, Regulation E,Z, NACHA, FCRA and the Uniform Commercial Code.

• Ability to understand, interpret and effectively apply bank policy and procedure.

• Excellent written and verbal communication skills with colleagues at all levels.

• Strong interpersonal, negotiation and relationship building skills.

• Ability to work collaboratively with cross-functional partners in a broad organization.

• Proficient in Microsoft office products - Access, Excel, Word, PowerPoint and Outlook.

• Ability to work independently with minimum supervision.

• Ability to multi task and effectively prioritize the demands of a large portfolio with multiple competing priorities and deadlines impacting stakeholders across the enterprise.

• Excellent critical thinking and problem solving skills.

• Organized with an ability to understand the entire relationship but have an attention to details.

Disputes Exceptions Manager

LOCATION -- Cincinnati, Ohio 45227

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.