SUMMARY

The team members primary responsibility is to perform tasks associated with inbound requests/disputes from consumers declined or conditionally approved for housing. Specialist’s responsibility is to thoroughly and proactively review all consumer documentation, requests and evaluate the screening report. Escalate the correct information for each tradeline to the credit bureau. When responding to consumer set expectations for timely resolution. Thoroughly document the dispute notes to ensure all information is available to the call takers.

PRIMARY RESPONSIBILITIES

WHAT YOU’LL DO

Responsibilities include, but not limited to:

Review, escalate and resolve consumer credit disputes. Perform thorough analysis, accurate evaluation and submission of the disputed items to the credit bureau portal. Thorough documentation of all tradelines disputed bureau information in tracking logs and software. Follow all FCRA and departmental policies and procedures. Set expectations for timely resolution when additional steps are required. Assist with departmental projects as requested Obtain all FCRA regulated and proprietary data to allow research and resolution to the consumer’s request. As necessary, escalate to Tier II team member to ensure exceptional delivery of service when consumer advises legal action or additional authorization is required.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Graduate with at least 2-3 years of experience in BPO. Bachelor’s degree preferred, high school or equivalent required. Keen eye for detail, and ability to think critically to recognize and escalate problems Proven track record of achievements in previous jobs Background in fast paced environment including data entry preferred Highly energetic and self-motivated - going above and beyond for consumers is required. Resourceful, creative, and able to think outside the box Willing to take on additional responsibilities Works effectively with immediate associates and management; accepts direction. Demonstrates sensitivity in dealing with different situations, while establishing and maintain credibility with consumers, clients. Familiarity with basic office productivity software, including MS applications Experience in Multifamily housing preferred Minimum of 50 wpm typing skills, MS Office proficiency Ability to work in Night Shifts (US Hours) Ability to sit or stand for frequent periods in the same location with some opportunity to move about Occasional overtime may be requested.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Previous Experience or understanding of Contact Center Jobs is preferred. Open Communication and ability to share timely feedback is preferred. Candidates with English medium public school/convent school background will be preferred. Speed Typing Skills is preferred.