Description

The Credit Bureau Dispute Senior Specialist is responsible for reviewing and decisioning customer disputes regarding items reported by Citizens on customer credit bureau reports. The Sr Specialist will utilize internal systems, 3rd party data sources, and tools to research and analyze direct and indirect credit bureau disputes across various product lines including auto, lines of credit, credit card, student loan, and installment loans to formulate accurate and timely responses to consumers and credit reporting agencies on disputes received.

Primary responsibilities include:

• Perform Credit Bureau research including interpreting payment histories, verifying loan data such as payments posted, loan balance information and requests for adjustments
• Utilize the Credit Reporting Agency system (E-Oscar) to quickly respond to indirect disputes via the Automated Consumer Dispute Verification (ACDV).
• Update accounts as needed and submit the results of the research to the Credit Reporting Agencies (CRAs).
• Communicate the status of such requests to customers and internal stakeholders in writing
• Document and track historical requests in-transit with Quality Control and other business partners for additional research and ensure that all requests are processed within regulatory timelines for resolution.
• Maintain a clear understanding of current internal related policies and procedures, as well as all applicable federal regulations (FCRA) and credit industry standards (CDIA guidelines).
• Research potential issues and perform root-cause analysis to determine cause and solutions for problems
• Make independent decisions for appropriate action to be taken within regulatory and procedural guidelines.
• Ensure that dispute decisioning is made within Regulatory SLA requirements
• Requires the ability to handle high volumes with high accuracy.

Qualifications

• Strong written/verbal communication skills
• Capability to work independently and effectively under tight deadlines
• Excellent analytical abilities
• Ability while processing daily tasks to consider process improvements simultaneously
• Strong ability to multi-task & effective organizational skills
• Solid knowledge of MS Word, Outlook, Excel & PDF Creation/ Conversion
• Strong PC skills with the ability to interact with multiple systems at the same time
• 2 - 3 years Operations experience, preferably in a financial institution or a financial services firm.
• Experience with FCRA requirements and CDIA Metro2 Guidelines, and/or Consumer Lending products is preferred.
• Proven ability to achieve and maintain departmental quality standards
• Detail oriented

Education, Certifications and/or Other Professional Credentials

• High School diploma required, associate or bachelor’s degree preferred

Hours & Work Schedule

• Hours per Week: 8:30 to 5
• Work Schedule: 40

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth