Description

Summary:

The Dispute Resolution Specialist TSM 1 will manage a team of colleagues that will specialize in assisting customers with unrecognized and un-authorized transactions. The colleagues will work with merchants and the customer to provide first call resolution whenever possible and will become experts at understanding and submitting disputes.

Duties & Responsibilities:

• Be responsible for managing the performance of the (Site) Dispute Resolution Specialist Team.
• Provide coaching & development for dispute resolution bankers to meet established department and team goals.
• Train new Dispute Resolution Specialist bankers.
• Communicate and train on changes to policy, procedure, product, service, technology, etc.
• Ensure bankers are in compliance with corporate and regulatory requirements.
• Be a Dispute Resolution Subject Matter Expert
• Oversee and assist in resolving complex and escalated customer service issues.
• Promote "Category of One" service through development and motivation.
• Ensure Dispute Resolution Specialist bankers have the necessary resources to do their job.
• Oversee special departmental projects as assigned.
• Establish and maintain relationships with business partners.
• Additional responsibilities include: hiring and termination decisions, performance management (reviews and improvement plans) and other duties as required

Basic Qualifications:

• High School Diploma or GED
• 1 or more years of leadership experience
• 1 or more years of customer service experience

Preferred Qualifications:

• Strong ability to coach colleagues
• Demonstrating dependability with attendance history and currently not on any form of Written Warning
• Required weekend rotation coverage to support the site (Saturdays and Sundays, mornings and evenings).
• Required Holiday rotation coverage to support the Flint site.
• Inherent patience and ability to encourage and motivate others
• Ability to professionally interact with all levels of the organization
• Strong knowledge of Word, Excel and PowerPoint
• Demonstrated passion for Service
• Excellent verbal and written communication skills
• Experience and skill in presenting to Executive Level Management

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position