Sr. Specialist, Credit Operations

First National Bank•Omaha, NE

23h•Hybrid

About The Position

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. 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.

Requirements

High school diploma or equivalent required
2-4 years of experience in credit operations, banking, or financial services required
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
Experience with or ability to quickly learn e-OSCAR system for ACDV/AUD processing
Proficiency in TBS, First Work, or similar banking/servicing platforms
Advanced Microsoft Office Suite skills (Excel for tracking logs, Outlook, Word for correspondence)
Comfortable navigating multiple systems simultaneously
Must complete e-OSCAR Learning Management System (LMS) training on ACDV/AUD system usage and regulations
Must pass FCRA Compliance Test via Learning website
Must achieve 80% or higher on Consumer Dispute Processing Test administered by FNBO Credit Risk Administration
Commitment to ongoing job-related training and regularly scheduled team meetings
Ability to maintain confidentiality and handle sensitive customer information with integrity
Commitment to quality and compliance standards with accountability for monthly QA reviews
Flexibility to adapt to changing regulations, procedures, and system updates
Strong organizational skills to manage multiple dispute types and prioritize workload effectively
Customer-focused approach with professional demeanor in all interactions
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

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
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

Responsibilities

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