Consumer Credit Support Specialist

About the job

Bloom Credit is a technology company with a mission to modernize the tools for developers and innovators to compliantly expand access to affordable credit. We build tools, technologies and provide developer-friendly APIs for working with all three credit bureaus to access and furnish data.  

We are seeking an enthusiastic Consumer Credit Support Specialist to join our Operations team. As a key member of the team, you will report directly to the Sr. Manager of Operational Risk & Compliance and be responsible for investigating and responding to consumer inquiries including FCRA disputes, Bloom product questions, and consumer complaints. The ideal candidate is enthusiastic about becoming an expert on consumer support, specifically as it relates to the credit industry. This candidate will also be responsible for identifying solutions to manage increasing consumer inquiry volume including technology and resourcing solutions. If you are passionate about working for a fast-growing fintech start-up and are excited about making a real difference in the industry, we would love to hear from you!

Core Job Responsibilities:

• Responding to direct and indirect credit bureau disputes within response due dates and department SLAs.
• Developing consumer support strategies and providing responses within department SLAs. 
• Ensuring compliance with regulations such as the Fair Credit Reporting Act (FCRA), CDIA, UDAAP, Equal Credit Opportunity Act (ECOA), and other relevant entities.
• Collaborating with Equifax, Experian, TransUnion, and Bloom clients. 
• Creating monthly reports for Bloom clients that highlight consumer inquiry trends and any required account updates for accurate reporting via future Metro 2 furnishment files.
• Maintaining high levels of client satisfaction through prompt, accurate, and professional service.
• Developing training materials for effective and compliant consumer inquiry management.
• Identifying resource and technology solutions for increasing consumer inquiry and dispute volumes.
• Participating in continuous process improvement initiatives to enhance dispute resolution and consumer support processes.

About You:

• Experience working in a customer-facing role is preferred.
• Bachelor’s or Associate’s degree is preferred. 
• Interest in consumer credit reporting regulations such as the Fair Credit Reporting Act (FCRA), FCBA, FDCPA, and ECOA.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills, with the ability to build relationships with Bloom's clients and internal teams.
• Enjoys working with ambiguity and tackling new challenges.
• Ability to handle high volumes of customer inquiries in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

We take inclusiveness as seriously as improving credit. We are committed to equal employment opportunities inclusive to all including diversity such as race, color, ancestry, religion, sex, national origin, sexual orientation, age, or disability.

We want our staff to have the tools necessary to do their jobs well and that includes benefits such as:

• Unlimited paid time off and paid holidays
• Paid training and learning materials
• Work/life harmony (i.e. flexible hours and fully remote culture)
• Health, dental and vision benefits, pre-tax benefits like transit passes and FSA
• 401K