Consumer Advocacy Representative

The Dispute and Resolution Representative is responsible for managing and processing consumer-initiated activities, including disputes, security freezes, fraud alerts, and other related cases. The role involves reviewing and analyzing claims to determine whether disputes should be handled internally or escalated to external parties such as the Fair Information Practice (FIP), Credit Bureau, or internal teams. The representative ensures timely and accurate data entry into the database, adheres to strict guidelines and SOPs, and ensures that all disputes are resolved within Service Level Agreement (SLA) requirements. Additionally, they transcribe consumer data from various sources and ensure reports are accurate before being sent to consumers.

• Process consumer-initiated activities, which can include but is not limited to consumer disputes, front end cases such as consumer reports, Security freezes / lifts, fraud alerts, opt outs, email support queues, etc.   
• Reviews claims and analyzes if disputes should be handled internally or sent externally to Fair Information Practice (FIP), Credit Bureau, or internal colleagues. 
• Utilizes databases to enter disputes and Personal Identifiable Information (PII) and ensures timely completion of disputes meeting or exceeding the SLA.  
• Transcribes consumer data from electronic and paper requests as well as inbound phone calls from customers into the appropriate database/support tool. 
• Search consumer profile and initiates disputes based on details found on consumers reports. 
• Reviews reports for accuracy and correct disclosure making final decision on which reports are sent to consumers. 
• Follows strict guidelines and SOP regarding various disputes.
• Back-office processing, including but not limited to Initiating and closing disputes
• Assist the Live Team – as needed
• All other tasks assigned

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)​
• College graduate is preferred but not required.
• Background of the US Insurance industry preferred.
• Call center experience of at least 2 years is a MUST. Experience in handling customer escalation a plus.
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
• Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUST.
• Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
• Must have the ability to work quickly in a fast paced environment; work well as a team member and work well independently.
• Excellent phone etiquette with outstanding Customer Service skills. 
• Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
• Email correspondence experience and business writing skills is a plus.
• Demonstrated knowledge and proficiency in Microsoft office applications.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

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