Dispute Specialist

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Dispute Specialist at our Alexandria, Virginia location. The primary purpose of the Dispute Specialist Role is to investigate and respond to direct and indirect credit bureau disputes and debt validation requests, while maintaining compliance and accuracy. The incumbent will ensure compliance and balancing Carlos Hijra standard credit bureau reporting.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Investigate and respond to credit bureau disputes received via E-Oscar and/or submitted directly to the credit union in accordance with the FCRA.
•  Answer in-bound calls that are related to credit bureau issues, account disputes, and questions.
• Partner directly with the credit bureaus (Experian, Equifax, TransUnion and Innovis) on dispute resolutions.
• Communicate investigation results to members via phone, mail and/or email.
• Assist with validating the monthly credit reporting file for accuracy and integrity.
• Maintain current knowledge of FCRA and Metro II Guidelines.
• Process requests for credit bureau corrections and disputes received via fax, email, postal mail, and disputes made indirectly through credit reporting agencies.
• Perform the necessary account research to determine the legitimacy and ultimate outcome of credit bureau disputes and requests for adjustments and communicates the status of such requests to members in writing.
• Document and track historical requests and ensure that all requests are processed within regulatory timelines for resolution.
•  Responsible for facilitating communication via e-mail, phone, fax, and postal mail between members, consumer underwriters, management, third party partners, and internal stakeholders throughout the credit bureau dispute process.
•  Maintain reports for management related to month-end reporting, processing activities, and other related functions.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including FCRA, BSA, and AML laws appropriate to the position.
• May be cross trained in and perform other department tasks based on business needs.

Equivalent combination of education and experience is considered.

• High School Diploma required.
• Associate degree in a related field is preferred.
• Minimum of two (2) years of experience in financial services is preferred, preferably with at least one (1) year as a Credit Bureau Specialist.
• Customer service experience is preferred.
• Knowledge of consumer loan origination practices, preferred.
• Detail-oriented, resourceful and with the flexibility to adapt quickly to change.
•  Excellent communication skills.
• Strong analytical and problem-solving skills
• Ability to self-motivate with little oversight

Supervisory Responsibility
This position will not supervise employees.

Licenses and Certifications
There are no additional certifications required.

Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. *

Travel
Ability to travel to various worksites and be on-call may be required.

Special Message Regarding COVID 19

PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world.  In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256.

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