Escalation Analyst

TEKsystems•Milton, GA

5d•$20 - $24•Hybrid

About The Position

We are seeking to add on a skilled Escalations Analyst to work within a Regulatory & Compliance team. This role involves resolving a significant number of tickets/cases daily, which are received through Salesforce or the CFPB portal. The analyst will be responsible for reviewing disputes to ensure sufficient detail is provided by the consumer. If information is missing, the analyst will conduct research and contact consumers to obtain the necessary details. Once all information is gathered, the case will be processed or escalated to the legal team for further review. Typical disputes include bankruptcy, change of address, deed changes, claims, auto, and policy insurance. The role also involves initiating disputes, drafting detailed timelines and responses for compliance approval, and analyzing complaints to determine if disputes should be handled internally or escalated externally to Fair Information Practice (FIP), Credit Bureau, or internal colleagues. The analyst will utilize databases like MBSI and Salesforce to enter disputes and Personal Identifiable Information (PII), ensuring timely completion that meets or exceeds the SLA set forth by FCRA. The position requires the ability to work in a fast-paced environment with strong written and oral communication skills, good interpersonal and organizational skills, and the ability to prioritize work and perform multiple tasks simultaneously while adhering to deadlines. Additionally, the analyst will review reports for accuracy and correct disclosure, making final decisions on which reports are sent to consumers, and will follow strict guidelines and SOPs regarding various disputes.

Requirements

Ability to work in fast-paced environment
Strong written and oral communication skills
Good interpersonal and organizational skills
Ability to prioritize work
Ability to perform multiple tasks simultaneously while adhering to deadlines
Experience with Salesforce
Experience with MBSI

Nice To Haves

Experience within a Regulatory & Compliance team

Responsibilities

Resolves 15+ tickets/cases daily
Reviews disputes to ensure consumer provided enough details
Researches and contacts consumers to gain additional information if missing
Processes cases or escalates to the legal team for further review
Initiates disputes and drafts a detailed timeline and response for compliance approval
Reviews complaints and analyzes if disputes should be handled internally or sent externally
Utilizes databases (MBSI, Salesforce) to enter disputes and Personal Identifiable Information (PII)
Ensures timely completion of disputes meeting or exceeding the SLA set forth by FCRA
Reviews reports for accuracy and correct disclosure
Makes final decision on which reports are sent to consumers
Follows strict guidelines and SOP regarding various disputes