Dispute Investigation Analyst & Quality Analyst

The Dispute Investigation Analyst will promptly research consumer dispute claims by reviewing account notes and listening to calls.

Summary

The Dispute Investigation Analyst will promptly research consumer dispute claims by reviewing account notes and listening to calls. Based on the investigation results, the Investigation Analyst will take action by utilizing resource tools such as e-Oscar and specific collections system, to resolve disputes by deleting or updating trade lines on consumer credit report in accordance with the Fair Credit Reporting Act (FCRA). 

Essential Functions:

• Locate account(s) associated with Dispute and ensure account(s) are restricted from further dialing until a resolution is determined.  This includes but is not limited to requesting consumer numbers are added to DNC lists, status changes etc.
• Conduct Investigations surrounding Consumers dispute claims. This includes but is not limited to reviewing account notes, listening to related phone calls, managing consumer reporting on e-Oscar, requesting Validation of Debt (VOD), etc.
• Communicate with Credit Bureaus to ascertain information relevant to the investigation process.
• Respond promptly via email to disputes received from internal departments outlining dispute findings.
• Determine and complete letter correspondence to be sent to consumers based on investigation findings.
• Competently navigate the E-Oscar platform and respond to dispute through said platform.
• Complete tracking log for data analysis to be used by persons at the executive level.
• Provide relevant and timely information to immediate management and peers.
• Demonstrate the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Effective in initiating changes, adapting to necessary changes from old methods when they are no longer practical.
• Identifying new methods, and generating improvement in facility's performance.
• All other duties as assigned