Credit Bureau Consumer QA QC Lead

Description

Primary responsibilities include

• You will thoroughly review reports, documentation, drafted credit bureau dispute corrections, responses, and letters using Consumer Data Industry Association (CDIA) guidelines as well as various systems, policies and procedures. 

• You will effectively manage your time and demonstrate flexibility to review reports, drafted dispute responses, corrections and documentation to allow enough time for team members to make the recommended updates and submit dispute responses within team SLAs.

• You will effectively communicate QA/QC results and recommended corrections to team members in writing and via face to face interaction. You will explain the "why" behind recommended corrections to provide clarity and consistency and foster understanding among team members.

• You will regularly communicate error trends to the management team so training gaps can be addressed.  At times, you will assist with training team members.

• The Consumer QA QC Lead thoroughly reviews and provides feedback to team members on FCRA QA/QC reports, e-Oscar, and direct dispute responses prior to submission to ensure that customers report accurately on the monthly CBR file and that they receive complete and accurate responses to disputes within regulatory timeframes.

• You will build relationships and effectively communicate across departments within Citizens as well as at the CRAs (consumer reporting agencies) to identify potential credit bureau reporting issues.

• You will use various reports to troubleshoot credit bureau reporting issues.

• You will receive training to remain up-to-date on credit bureau industry knowledge.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • Problem-solving skills, accuracy, attention to detail, and having an analytical mindset while reviewing CBR oversight reports and dispute responses for accuracy is critical.
  • The ability to communicate QA results to colleagues in a concise, professional and team-centric manner is critical.
  • The ability to function in a team environment, work independently, and organize your time to review CBR oversight  reports and dispute responses within department SLAs is a necessity.
  • The ability to write and speak effectively and professionally is a necessity.
  • Previous credit reporting and/or QA/QC experience is strongly preferred.
  • Previous experience researching and resolving credit bureau disputes is a strongly preferred.
• Preferred Qualifications
  • 4-6 years of experience in the financial industry is preferred.
  • Previous experience in complaint resolution, TSYS, FiServ, ALS, MSP, and Debt Manager is a plus. 
  • Bachelor's or Associate's degree is preferred

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: 8AM-5PM, 4 days in office, one day remote.

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

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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.