Sr. Specialist, Credit Card Operations

The Credit Operations Consumer Disputes Senior Specialist is accountable for investigating and resolving consumer credit bureau disputes in accordance with Fair Credit Reporting Act (FCRA) requirements. This role is responsible for working independently to process ACDV (Automated Consumer Dispute Verification) and direct dispute requests through the e-OSCAR system, conducting reasonable investigations within regulatory timeframes (30-45 days), and coordinating accurate credit bureau reporting updates. Problem solving complex dispute situations while implementing solutions with management guidance when needed. In addition, working with customers, credit bureaus, and internal partners on dispute resolution; utilizing analytical and investigative skills to meet regulatory requirements while abiding by applicable FCRA policies, laws and regulations. Understand and comply with bank's BSA/AML program. Perform thorough account research, verify credit reporting accuracy, and document all dispute investigations and resolutions in required systems including TBS, e-OSCAR, and First Work.

Day-to-Day Activities:

• Process consumer disputes received via e-OSCAR ACDV system, direct mail, fax, and email within required regulatory timeframes

• Conduct investigations by reviewing account history, billing cycles, and credit bureau reporting to determine accuracy

• Log and track all disputes using Direct Dispute logs and spreadsheets with proper root cause identification (AV, BE, UP)

• Send credit bureau updates (AUDs) and respond to ACDVs with accurate account verification or corrections

• Draft and send consumer correspondence including dispute resolution letters and account verification responses

• Place no-purge memos in TBS documenting all dispute actions, investigations, and resolutions

• Meet quality assurance standards through monthly QA reviews and compliance audits

• Collaborate with Credit Risk Administration, QA teams, and management on complex cases and escalations

• Maintain current knowledge through ongoing training, team meetings, and regulatory updates

Education:

• High school diploma or equivalent required

• Associate's or Bachelor's degree in Business Administration, Finance, or related field preferred

• Equivalent combination of education and relevant work experience will be considered

Experience:

• 2-4 years of experience in credit operations, banking, or financial services required

• 1-2 years of experience in consumer disputes, credit bureau reporting, or compliance roles preferred

• Demonstrated experience working with credit reporting agencies (Equifax, Experian, TransUnion) preferred

• Previous Senior Specialist or lead capacity experience a plus

Required Skills & Competencies:

• Strong understanding of Fair Credit Reporting Act (FCRA) requirements and consumer credit bureau dispute regulations

• Analytical and investigative skills to conduct thorough, reasonable investigations and determine credit reporting accuracy

• Excellent attention to detail and accuracy in reviewing account data, dispute documentation, and credit bureau reporting

• Strong time management skills with ability to meet strict regulatory timeframes (30-45 day investigation periods)

• Proficient written communication skills for customer correspondence, dispute resolution letters, and system documentation

• Ability to work independently while collaborating effectively with internal departments and external partners

• Strong problem-solving skills to resolve complex dispute situations and implement appropriate remediation

Technical Proficiency:

• Experience with or ability to quickly learn e-OSCAR system for ACDV/AUD processing

• Proficiency in TBS, First Work, or similar banking/servicing platforms

• Advanced Microsoft Office Suite skills (Excel for tracking logs, Outlook, Word for correspondence)

• Comfortable navigating multiple systems simultaneously

Required Training & Certifications (Upon Hire):

• Must complete e-OSCAR Learning Management System (LMS) training on ACDV/AUD system usage and regulations

• Must pass FCRA Compliance Test via Learning website

• Must achieve 80% or higher on Consumer Dispute Processing Test administered by FNBO Credit Risk Administration

• Commitment to ongoing job-related training and regularly scheduled team meetings

Other Requirements:

• Ability to maintain confidentiality and handle sensitive customer information with integrity

• Commitment to quality and compliance standards with accountability for monthly QA reviews

• Flexibility to adapt to changing regulations, procedures, and system updates

• Strong organizational skills to manage multiple dispute types and prioritize workload effectively

• Customer-focused approach with professional demeanor in all interactions