Consumer Dispute Specialist

4 weeks ago

Austin, United States Austin Capital Bank Full time

The Consumer Dispute Specialist will research, analyze, and process corrections to the borrower’s credit report as needed. This may result from a task or an indirect or direct dispute from the borrower. The Consumer Dispute Specialist will assist with ACH returns and debit card chargebacks.

**Company Overview**:
Austin Capital Bank (ACB) is a rapidly growing community bank with an emphasis on technology. Located in Austin, Texas, ACB is a nationwide leader in consumer-friendly, responsible financial innovation.

Austin Capital Bank serves its customers and partners from a position of strength. We steward our bank with integrity and meticulous attention to detail, for our customers, partners, and stakeholders. We have been recognized in the Inc. 5000 list of the most rapidly growing privately held companies in the United States.

Austin Capital Bank’s organizational structure encompasses a digital bank within a community bank platform.

**Our Core Values**:
Austin Capital Bank’s Core Values are embodied in the concept of Two Complimentary Cultures, but One Team. This concept acknowledges that employees of the two segments of the company may differ in work and life experiences, and skill sets, but the following beliefs and behaviors are universal:

- Our Hygiene Factors: honesty with each other, confidentiality as it pertains to customer data and IP, and a high degree of skill and intelligence in the relevant field of authority and operation.
- Innovation and Continuous Improvement: an understanding that not everyone is the CEO, but everyone needs to have a CEO-mindset. In whatever task(s) we are performing, we think beyond fulfillment of the task(s), i.e., why, how, what’s next, is there a better way, etc.
- Excellence: we hire talented, highly skilled employees. We achieve the maximum level of excellence in product development, operational support, customer service, risk management and financial performance.
- Collaboration: we operate with a high degree of interdependence. We share collective goals and are accountable for our individual and collective performance. We understand that our life and work experiences likely differ. We respect and applaud those differences and achieve our goals as two complimentary cultures, but one team.

If you’re someone who is always ready to take initiative and isn’t afraid to roll up their sleeves, you’ll fit right in. We're big on humility here, cherishing honesty, and embracing emotional intelligence and self-awareness. At Austin Capital Bank, we're all about amplifying teamwork and basking in shared victories.
- You have an acute attention to detail. You love and understand data, analysis, and optimization.
- You are a thinker and a DO-er. You have the combination of strategic thought, and the ability to roll up your sleeves and execute with excellence on that vision.
- You have a fire in your belly. You love to win and hate to lose.
- You want to improve the lives of our customers and other stakeholders while fast-tracking your career.
- You are an analytical thinker who can spot potential risks and come up with solutions.
- You are a clear communicator with a keen ability to articulate complex ideas.
- You have high integrity, strong character, and the ability to keep confidential information.
- You are dependable and reliable.

**Responsibilities and Duties**:

- Investigate with respect to the disputed information.
- Review all relevant information provided by the consumer and the credit bureaus.
- Research the core systems for loan docs, account history, and notes relevant to the disputed information.
- Report the results of the investigation to the credit bureaus.
- Note all actions in the core system and scan the corresponding backup.
- Ensure all disputes are answered in a timely manner in accordance with FCRA guidelines.
- Research and resolve disputes from Customers in a timely manner (Direct disputes both written and verbal).
- Assist in preparing SAR files, using various systems to obtain the required documentation, and organizing files according to established standards.
- Continued learning of the credit correction function.
- Continued learning with the core system and E-Oscar.
- Willingly perform all other duties and projects as assigned.

**Required Knowledge and Experience**:

- High School diploma or equivalent. Some college is preferred.
- Two years demonstrated comparable experience (Mortgage Industry, Banking)
- Excellent interpersonal and communication skills
- Good understanding of financial products and services
- Good organizational skills and an ability to multi-task
- Above average skills and knowledge in Microsoft Excel, Microsoft Word, & Outlook
- E Oscar knowledge is preferred.

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