Position Title:
Dispute Investigation Analyst
Business Unit: Operations
Reports To:
Compliance Manager
Location: U.S.
FLSA Class:
Non-Exempt, Full-time
Revision Date: October 2021
Summary
The Dispute Investigation Analyst will promptly research and resolve consumer-initiated inquiries and disputes from various channels. Based on the investigation results, will utilize resources to complete meaningful investigations and provide consumers with timely responses
Essential Functions
- Research and resolve consumer-initiated inquiries and disputes from various channels including USPS mail, email, and the Company’s website in accordance with policies, procedures as well as State, local and Federal regulations, i.e. Fair Credit Reporting Act (FCRA)
- Conduct investigations surrounding consumers’ dispute claims. This includes but is not limited to reviewing account notes, collaborating with internal teams, communicating with clients, managing consumer reporting utilizing resource tools, i.e. e-Oscar, requesting Validation of Debt (VOD)
- Research data reporting with Transunion, Experian, and Equifax to ascertain information relevant to the investigation process
- Respond promptly via email to disputes received from internal departments outlining dispute findings
- Compose letter correspondence to be sent to consumers based on investigation findings
- Competently navigate the e-Oscar platform and respond to disputes
- Report system-related issues as well as policies and processes that may be the root cause of disputes
- Complete tracking log for data analysis to be used by internal management
- Provide relevant and timely information to immediate management and peers
- Identify and report on consumer inquiry trends that may impact volumes and SLAs
- Keep up-to-date knowledge,understanding,andcompliancewithall Federal,State,andlocal lawsandregulationswithfunctional area(including FDCPA laws and State laws) to ensure compliance with all State and Federal regulations andwith Company policiesandprocedures
- Maintain regularattendance andtimelinesswhicharerequiredduetotheproduction-basednature ofthebusinessandclientrequirements
- Provideproactivefeedbacktomanagement concerning potential problemsandrecommendationsforimprovement.Recommend processimprovementsforefficienciesand bestpractices
- Adhere to all Company, Client and Consumer confidentiality and security policies and procedures
Non-EssentialFunctions
- Perform otherdutiesasassigned
Supervisory Responsibilities/Accountabilities
- This position does not require Supervisory Responsibilities/Accountabilities
Requirements
- High School Diploma or General Educational Development (GED) certificate, Associate or Bachelor’s Degree preferred
- Two or more years of applicable analysis or related experience
- Proficient computer skills, including utilization of computerized software programs, MS Office products, spreadsheets and automated systems
- Excellent interpersonal, written and oral communication skills with both internal and external employees, clients and consumers. Ability to listen and communicate (written and verbal). Close attention to detail. Demonstrate ability to work independently, self-starter, energetic, good common sense, ethical and sound judgment.
- Must be able to practically apply Company’s compliance policies, procedures and processes
- Ensure deadlines are met and quality work is produced
Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment. This position does not normally require travel
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers
PositionType/ExpectedHours ofWork
Someflexibilityinhoursisallowed,butthe employee must be available during thedepartment’s scheduledhoursandguidelines, which may include at least one or two evening and/or weekend shifts.Full-time employeesmust maintain continuousfull-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies
The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.
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