Summary

The Account Research Specialist is responsible for investigating and resolving customer disputes and complaints received directly by Real Time Resolutions (RTR) or through regulatory portals such as the Better Business Bureau, Credit Reporting Bureaus, and the Consumer Financial Protection Bureau (CFPB). This is a support-focused role that involves minimal direct customer contact, limited to written correspondence. The Specialist plays a critical role in ensuring compliance, maintaining data accuracy, and supporting customer satisfaction through detailed research and documentation.

Essential Functions

• Review and analyze incoming customer complaints and disputes, classifying them in accordance with client and company standards
• Compile and maintain complaint and dispute logs in alignment with client specifications
• Conduct proactive root cause analysis to identify complaint trends and recommend process improvements
• Investigate internal research inquiries
• Review, investigate, and resolve credit reporting disputes submitted via the e-Oscar portal, ensuring resolution within required timeframes
• Verify account information by reviewing data from online databases, client communications, and internal departments
• Draft and send professional written responses to customer disputes and complaints, including follow-up correspondence as necessary
• Collaborate with internal departments to ensure accurate and timely resolution of account issues
• Support department initiatives by assisting with additional assignments and special projects as needed

Qualifications and Skills

• Bachelor’s degree or equivalent related work experience required
• Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access) required
• Minimum 1 years of experience in Financial Services
• Strong research, analytical, and problem-solving skills
• Excellent critical thinking and decision-making abilities
• Detail-oriented and self-motivated with the ability to manage multiple priorities in a fast-paced environment
• Professional and articulate communication skills (written and verbal)
• Bilingual (English and Spanish) skills a plus
• Must successfully pass a comprehensive background check per client requirements
• Must be authorized to work permanently in the United States (Sponsorship is not available now or in the future)

Work Environment

This job operates in a hybrid setting, splitting time between professional office environment and remote home office set up. In both scenarios, this role routinely uses standard office equipment, including electronic keyboard, mouse, and telephone.

• Office Call Center: When in the office, the environment is a typical call center within a professional office setting. This includes working alongside other team members in a structured setting, which may involve background noise and the necessity for cooperative and coordinated team interactions.
• Remote Home Office: When working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

Both environments require the ability to maintain high productivity and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements.

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

• Voice Clarity and Communication : Regular use of a clear, articulate, and professional speaking voice essential for effective customer communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.
• Prolonged Sedentary Work : Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.
• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.
• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job’s duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work.

Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.