Head of Enterprise Fair Credit Reporting Act Program

The Head of Enterprise FCRA Program is a senior, enterprise‑critical leadership role accountable for the governance, execution, and regulatory integrity of Citizens’ Fair Credit Reporting Act (FCRA) program across all products. This role leads the FCRA Governance and Operational teams with end‑to‑end responsibility for the accuracy, completeness, and integrity of credit reporting data furnished by the bank, as well as the timely and compliant resolution of all direct and indirect credit bureau disputes across all consumer products. The role directs multiple operational areas including governance, testing, disputes, furnishing testing & analytics, audit support and risk issue management.

The Head of Enterprise FCRA Program must:

• Proactively collaborate and influence stakeholders across the enterprise to drive alignment to FCRA governance framework and standard.
• Drive a strong culture of compliance and utilize data and analytics to evidence performance, highlight areas of opportunity and drive improvement.
• Create a customer focused environment that motivates and empowers their teams to deliver high quality results and continually improve processes.
• Foster and drive a performance culture with personal accountability, trust, teamwork and gratitude to exceed performance expectations from customer, financial, regulatory, and risk lenses.
• Proactively collaborate and engage with stakeholders and support partners to develop strategic plans, tactical execution, and performance measurement leveraging the power of the broader organization and creating a strong brand of delivery, reliability and responsiveness. 

Responsibilities include:

• Provides guidance and oversight to all Citizens consumer products on credit reporting furnishing requirements, standards and expectations.
• Builds relationships and effectively communicates across departments within Citizens, the Consumer Reporting Agencies (“CRAs”), and servicing software vendors to facilitate the identification and mitigation of potential credit bureau reporting issues.
• Develops and implements long-term strategies, policies and technological advancements to drive efficiency and effectiveness in credit reporting and dispute operations.
• Monitors performance of the FCRA Governance and Operational Teams to ensure compliance with provisions of the Fair Credit Reporting Act (“FCRA”) and the effectiveness of key FCRA controls, such as:
  • Furnishing testing, error reports, and analytics
  • Timely and accurate review of disputes (both direct and indirect)
  • Issue management and remediation activities
• Creates strong data systems and analytics to identify root causes with a keen lens on customer and regulatory impact and drives sustainable improvements to remediate identified gaps.
• Regularly communicates key operational and program performance information to executive leadership, including Risk, Compliance, and Legal partners.
• Keeps current on industry best practices and guidance from the Consumer Financial Protection Bureau (“CFPB”), Consumer Data Industry Association (“CDIA”) and other subject matter experts
• Drive risk accountability in planning: identify regulatory, financial, operational, reputational and other risk issues, develop plans for remediation and execute across teams spanning consumer.
• Oversees special FCRA projects, such as new product credit reporting implementations, audit / exam activities, and process / program enhancements.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor's degree preferred

  
  
• 15 – 20 years of experience in the financial industry
• 10+ years of leadership experience is strongly preferred
• Strong interpersonal, organizational, analytical, decision-making, and communication (both written and oral) skills are required
• Exceptional organization and project management skills and ability to manage concurrent deadlines and multiple priorities
• Flexible/open to change – ability to adapt positively to changing business needs
• Leadership experience with FCRA, furnishing, and / or disputes
• Track record of driving transformational change and continuous improvement to manual operations environments to deliver automation, workflow and efficiency 
• Strong strategic and critical thinking skills to develop a high-level vision complemented with the ability to dive into detail and roll up your sleeves to drive execution and problem solving 

Hours & Work Schedule

• Hours per Week: 40 
• Work Schedule: M-F

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.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.