Manager, Credit Bureau Reporting and Disputes

Sallie Mae•New Castle, DE

3d•Hybrid

About The Position

The Manager, Credit Bureau Reporting and Disputes leads a team responsible for investigating and resolving credit bureau disputes and ensuring compliance with the Fair Credit Reporting Act (FCRA). The role also oversees corporate initiatives involving credit bureau reporting, system-of-record changes, new product reporting, and the development and implementation of business strategies in response to legislation and industry requirements. It requires strong knowledge of FCRA requirements, credit reporting and data furnishing processes, and the ability to use data analysis to identify accuracy opportunities, procedural gaps, and system issues. The position is responsible for managing dispute resolution operations and ensuring accurate reporting of accounts on the Fiserv FDR core processing system to the four major credit reporting agencies. It works with internal teams, legal and compliance partners, credit reporting agencies, and industry groups to meet regulatory requirements, improve processes, conduct audits, and present reporting and dispute analyses to senior leadership.

Requirements

Bachelor's degree in finance, accounting, business administration, or a related field, or equivalent work experience.
Strong knowledge of credit reporting guidelines, regulations, and industry best practices.
Previous experience leading people and fostering a positive team culture.
Familiarity with credit bureaus' reporting systems and credit reporting software.
Solid understanding of the Fiserv FDR system of record and general core processing functionality, and strong knowledge of cross-functional business processes.
Ability to extrapolate large amounts of data and create clear, concise reports.
Interpretive understanding of Metro2 and the Fair Credit Reporting Act.
Thorough experience with e-OSCAR, preferably version 4.0.
Excellent analytical skills, including the ability to interpret and analyze credit reports and related data.
Track record of managing credit disputes and resolving complex issues.
Exceptional attention to detail and accuracy.
At least 5 years of SQL or SAS experience, with demonstrated understanding of Sallie Mae loan servicing data and data sources.
Proficiency with Microsoft Office and other relevant software applications.

Nice To Haves

Master's degree in finance, accounting, business administration, or a related field.
At least 7 years of experience in credit bureau reporting, credit disputes management, or a related role.
At least 3 years of vendor management experience within the credit bureau industry.
CDIA certification in Metro2 and/or FCRA, specifically data furnishing.

Responsibilities

Lead and manage credit reporting and dispute resolution specialists.
Investigate credit disputes by reviewing the system of record, supporting systems, and customer-provided documentation.
Manage Direct Disputes, ACDVs, and Tradeblocks, ensuring accurate processing and rescission where applicable.
Work with Customer Communications to maintain and create correspondence for Direct Disputes.
Communicate enterprise-wide about credit reporting issues and common dispute reasons.
Ensure dispute resolution complies with the Fair Credit Reporting Act and other legal requirements.
Communicate with customers, credit bureaus, and other relevant parties to gather information and provide dispute updates.
Implement measures to prevent disputes and identify process improvements.
Conduct audits and quality assurance checks to verify compliance and address issues.
Create and maintain tools to improve the disputes team's performance.
Partner with Legal and assist with FCRA-related litigation involving disputes or data furnishing.
Oversee access to and use of e-OSCAR, including acting as system administrator.
Onboard and train new credit bureau reporting and dispute specialists.
Ensure accurate reporting of accounts on the Fiserv FDR core processing system to the four major credit reporting agencies.
Make business decisions and recommendations concerning pressures affecting credit bureau reporting across internal IT systems, including for officer-level and above audiences.
Create and execute business requirements for system enhancements and complete or update product and rules builds.
Develop plans and execute User Acceptance Testing (UAT) for existing and new products.
Maintain and improve reconciliations and exception reporting to identify, remediate, and prevent reporting issues and reduce FCRA risk.
Work with risk partners and Legal to meet existing and new regulatory and legislative requirements for data furnishing and disputes.
Conduct periodic data quality audits with the four credit reporting agencies and oversee remediation of findings.
Prepare and present monthly and year-to-date credit reporting and disputes analyses to senior leadership.
Collaborate with internal and external resources, including business partners, Legal, Compliance, Audit, credit reporting agencies, and industry groups.
Analyze data independently using validation and exception queries, including ad hoc SQL programming, to safeguard furnished data accuracy and integrity.

Benefits

Competitive base salaries
Bonus incentives
Generous PTO, floating holidays, and 12 observed federal holidays
401(k) with employer match
Medical, dental, vision, hospital indemnity, critical illness, and pet insurance
Employer-paid short-term and long-term disability insurance and basic life insurance
Flexible hybrid working arrangements
Paid parental leave and adoption reimbursement programs
On-site staffed fitness centers in Delaware and a gym subsidy for locations outside Delaware
Confidential counseling support (EAP), Health Advocacy services, and a wellness program with financial incentives
Tuition reimbursement and family scholarship programs
Career development and training opportunities
Paid time off to volunteer