Consumer Correspondence Representative

The Consumer Correspondence Representative is responsible for reviewing and analyzing consumer correspondence and following organizational, state and Federal regulations regarding the dispute or validation process. This will include the processing of bankruptcy notifications and credit bureau disputes furnished through the e-Oscar application.

Essential Functions

• Reviews and process consumer correspondence received via mail, fax, email, or web as outlined by established department procedures
• Reviews and process incoming bankruptcy documents as outlined by established department procedures
• Conducts a reasonable investigation for all consumer credit reporting disputes, including, but not limited to, verifying account data such as payments posted, demographic information
• Responds to credit disputes (Automated Consumer Dispute Verification) via E-Oscar and submit credit corrections or updates (Automated Universal Data forms) to the credit bureaus via E-Oscar, when applicable.
• Gathers documents from external client systems to fulfill consumer copy requests
• Follows established department procedures as outlined in the department manual.
• Maintains clear, concise and accurate documentation of all action taken on consumer accounts
• Maintains knowledge and compliance with all FDCPA and state laws.
• Communicates in writing and verbally (in person and/or via phone) with supervisors, managers, co-workers, clients, and upon occasion, consumers.
• Comprehends and execute verbal and written directions from supervisors and managers.
• Frequently read and interpret information in written and electronic form regarding clients, consumers, policy and procedures, regulatory updates, and company memos.
• Participates in various problem solving and decision making activities requiring skills such as listening, speaking, reading, writing, analyzing, basic math, independent thinking, organization, prioritizing, planning and delegating.
• Operates various equipment and systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing and keyboarding).

Other Functions

• Take on other additional tasks as time allows.
• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change

Qualifications

• Prefer two or more years of previous work experience, with a background in collections.
• Basic math and written communication skills.
• Strong interpersonal and verbal communication skills.
• Bilingual/multilingual skills desirable.
• Successful completion of a company sponsored two-week training program.
• Ability to maintain a predictable and consistent full-time work schedule.

Education Requirements High School Diploma or equivalent required, some college preferred.