▪ Be the subject matter expert while managing multiple high-risk function queues.▪ Access multiple electronic systems such as e-OSCAR, Lexis Nexis, Pacer and DMDC.▪ Document the steps taken while efficiently and accurately completing customers’ requests through casework.▪ Workload consists of high-risk casework such as Fraud, SCRA, Bankruptcy, Deceased, Credit Bureau Disputes and Notifications, etc.▪ Abide by applicable regulatory and departmental policies and procedures such as FCRA, CFPB, FDCPA, etc.

Handle ‘most urgent’ customer complaints in credit and servicing segments regarding Fraud, Billing and Payment Disputes, SCRA, Bankruptcy, Deceased, Collection Practices, Credit Bureau Disputes, etc. across credit and charge cards and loan products.▪ Action and document root cause with accurate resolution. Review calls/chats and access various platforms to extensively research the root cause and determine the outcome.▪ Work closely with other operations departments/business units to ensure a consistent and superior customer experience.▪ Identify and escalate trends that have potential legal or regulatory risks. Eliminate defects via Process Excellence.▪ Provide coaching and feedback to Team Leaders and Customer Care Professionals. Suggest accurate remediation to minimize/eliminate customer harm.