Sr. Specialist, Credit Card Operations

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Summary of the Job:

 

The Disputes Senior Specialist investigates and resolves consumer credit bureau disputes in compliance with the Fair Credit Reporting Act (FCRA), processing disputes through the e-OSCAR system within strict regulatory timeframes (30-45 days). This role requires analytical skills to conduct thorough investigations, determine credit reporting accuracy, and coordinate corrections with credit bureaus while maintaining quality assurance standards and passing required compliance testing with 80% or higher.

About This Role:

 

About This Role (primary & additional responsibilities, day-to-day activities)

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

The Ideal Candidate for This Role:

 

The Ideal Candidate for This Role... (education, experience, desired skills, other requirements)

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