Supports the Credit bureau management group by processing escalated and highly complex inquiries, disputes and/or requests accurately and in a timely manner. Provides in depth support and guidance to customers and colleagues, leveraging detailed knowledge of procedures. Organizes work flow for designated work group. Reviews the work of others and provides necessary feedback and guidance on problem resolution. Contributes to the setting of team goals in collaboration with group management. Communicates with internal colleagues and external customers via phone, email, and written correspondence; exchanges information and resolves complex issues by researching solutions and identifying the best solution, where multiple non-standard solutions are available. Fully cross trained on all departmental activities and functions; coordinates and provides training of other Credit bureau disputes Specialists, as needed. Leads special projects, as assigned; implements new policies and procedures to increase workflow efficiency, Draws complex data from a number of sources and compiles periodic reporting and root cause analysis, as required. Coordinates and reviews overall departmental participation in system upgrades and testing; provides input on the implementation of new technology, and/or enhancements to current technology. Encourages teamwork and collaboration through the use of continuous improvement tools and practices.
Duties & Responsibilities:
Supports the Credit bureau management group by processing Credit Bureau disputes in a timely manner. Responsible for but not limited to, ordering information required to complete disputes (PHP's BK info), researching and responding to indirect and direct disputes with an emphasis in fraud, following all disputes procedures, escalating customer issues as appropriate, working as a team with other members of the group, inbound and outbound customer calls, completing all required training, attending all required meetings, and meeting/exceeding the daily processing goal for disputes, provides input to process improvements and efficiencies. Instrumental in resolving escalated complex cases and/or litigation. Understands FCRA requirements and CDIA Guidelines. Participates in special projects as assigned. Passes audits consistently.
Required Qualifications:
Candidate must be able to multitask in fast-paced environment, and capable of tracking and managing a large number of case files simultaneously. To be successful, candidate must be organized with great attention to detail as absolute accuracy is required. Candidate will be expected to adhere to established internal processes and legal procedure. Addressing internal and external credit bureau inquiries which encompass installment loan, lease, PCL, Credit Card and mortgage information reporting.
- High school diploma or equivalent
- Must have 1-3 years in research, banking research and/or credit bureau processing experience required
- 4+ years of experience, advanced knowledge of credit bureau reporting, CDIA guidelines, FCRA requirements, and processing escalated complex and or/litigation disputes
- Ability to provide training to team, and assist with metrics and special projects.
- Working knowledge of Microsoft Office Suite (Excel, Access, Word & PowerPoint) required
- Demonstrated excellent written and verbal customer service and communication skills required
- Demonstrated ability to process work in an organized, methodical manner with great attention to detail required
Preferred Qualifications:
- Demonstrated experience retrieving information from databases and large mainframe-based customer information systems, reports/records archive systems preferred
- Extensive use of systems such as PEGA, SAR, E-OSCAR, Hogan (Loan/Lease), Passport, FDR, Check Vision and the Huntington Mortgage system Addressing internal and external credit bureau inquiries which encompass installment loan, lease, PCL, Credit Card and mortgage information reporting
