This is an intermediate level position within the Credit Bureau Disputes team. The Credit Bureau Disputes Specialist II will be responsible for analyzing and processing credit bureau related disputes received directly from Navient customers (direct disputes) and indirect disputes Automated Consumer Dispute Verifications (ACDVs)that are submitted from the consumer directly to the Credit Reporting Agencies, by conducting a reasonable investigation that is in compliance with the Fair Credit Reporting Act and CDIA Credit Reporting Resource Guide (Metro 2). The specialist will also be required to process escalated credit bureau inquires received from the Legal Department, Office of the Customer Advocate and the Customer Service Department. The specialist will utilize third party data sources, internal systems, and tools to research and analyze information to ensure accuracy of credit reporting. The agent will be responsible for maintaining a clear understanding of current internal credit related policies and procedures, as well as all applicable federal regulations and credit industry standards. This role will perform all of the above listed responsibilities for both FFELP and Private loan customers. In addition, this role may also be asked to perform research on other ad hoc projects, SAS reports, Inter Departmental Transmittal (IDTs) and credit bureau remediation

Essential Job Functions

1. Process Automated Consumer Dispute Verifications (ACDVs)

• Process Automated Consumer Dispute Verifications (ACDVs) using internal systems and E-Oscar (web-based vendor platform). This entails researching, resolving, and responding back to the initiating credit reporting agency, while maintaining a high level of productivity and accuracy.
• Investigate potential mixed credit bureau ACDVs using internal systems and third-party verification sources via the internet

2. Processing Direct Disputes

• Research customers credit bureau report disputes to ensure Navient is reporting accurately and promptly correct any reporting errors identified.
• Interact with other departments to ensure appropriate action is taken for dispute resolution.
• Respond to consumer requests through written correspondence in accordance with Federal Regulations related to the Fair Credit Reporting Act along with State specific requirements.

3. Processing Frivolous Disputes

• Identify and process accurately and efficiently direct disputes that are deemed frivolous. This entails reviewing customer correspondence and taking appropriate action.
• Process remediation projects on an as needed basis.
• Responsible for performing some type of team functions on an on-going basis.

Minimum Requirements

• Minimum of four years of experience in Credit Bureau Disputes
• Demonstrate flexibility and dependability
• High School Diploma or GED. Additional equivalent education above the required minimum can substitute for the required experience
• Must live within 1 hour of Wilmington, DE

Preferred Qualifications

• Knowledge of the customer information systems like Class and FDR
• Knowledge of the ENCORE imaging system.
• Good keyboarding skills
• Good organization and work prioritization skills
• Good customer service skills
• Proficient in Microsoft Outlook, Word and Excel
• Knowledge of computer file organization and database entry
• Ability to learn and understand Metro II Format reporting and Credit Reporting Agency’s business practices
• Strong working knowledge of Navient’ s business practices that affect credit reporting
• Strong written communication skills and including the skill to draft clear and effective correspondence to parties involved in the / Borrower relationship

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