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Lead Operations Representative

Fort Worth, Texas;

Job Description:

Job Description:

The Service member, Credit Furnishing and Bankruptcy Operations (SCFBO) organization provides specialty servicing that ensures Bank of America’s compliance with Service member’s Relieve Act (SCRA), the Fair Credit Reporting Act (FCRA) and a wide variety of Bankruptcy laws and agreements. SCFBO is committed to continuous improvement of its processes and to the career and skill development of its team members.


Within SCFBO, the Credit Furnishing and Disputes (CF&D) group delivers accurate data to the Consumer Reporting Agencies (CRAs) and Nationwide Specialty Consumer Reporting Agencies (NSCRA) in compliance with the Fair Credit Reporting Act (FCRA).   Critically important to clients, the CF&D group resolves all customer disputes of data submitted to CRAs and NSCRAs within the timelines and guidelines of the Fair Credit Reporting Act and bank policies.
A Lead Operations Representative on the Consumer Furnishing & Disputes team executes on a high volume and intricate process to resolve client disputes of the data provided to CRAs and NSCRAs within the legal timeframes specified in the Fair Credit Reporting Act. During this process, a Lead Operations Representative:


• Receives assigned disputes through specific systems or emailed spreadsheets and flexes between these assignments efficiently to ensure FCRA timelines are met
• Thoroughly studies each assigned dispute using multiple applications and resources
• Leverages information found to determine the validity of the dispute and its root cause
• Applies the appropriate process to confirm the accuracy of the originally furnished date or correct errors
• Applies the appropriate process to notify the client of the dispute resolution
• Documents all systems to accurately describe activity
• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right

Lead Operations Representatives work independently but have readily available support for escalations or questions from managers and peers.

Required Skills:

• Ability to recognize inconsistencies in compared data including but not limited to numerical relationships, timeline relationships and guideline adherence to identify the root cause of a problem (Attention to Detail, Comparative Analysis and Troubleshooting Problem Solving)
• Ability to accurately select a resolution for an identified root cause and execute on that solutions (Troubleshooting Problem Solving, Decision Making)
• Interpersonal written communication skills to reply to emails and document activity concisely and accurately in proper business writing
• Interpersonal verbal communication skills to collaborate with teammates and engage with leaders effectively
• Acts proactively to anticipate and prevent service disruptions/missed timelines by making timely decisions and engaging others when needed (Entrepreneurial Initiative)
• Ability to leverage multiple software applications to execute an intricate process and to easily remain current with iterative software and process updates (Computer savvy and Adaptable)
• Ability to quickly adjust to a dynamic work queue by shifting easily from one process to another as dictated by the volume of the work in the queue and the applicable timelines (Flexibility)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Displaying a strong will to achieve what one sets out to do through taking responsibility for one's actions and decisions (Results orientation)

Desired Skills:

• Basic understanding of the Fair Credit Reporting Act and the U.S. credit reporting systems
• 2-3 years working in a problem-solving environment preferably one governed by legal requirements from federal or state laws
• Experience with the following systems – TSYS, RMS, MSS, BOSS, BASS, LVIS, iSeries, DALS, IALS and MSP

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Description:

The Service member, Credit Furnishing and Bankruptcy Operations (SCFBO) organization provides specialty servicing that ensures Bank of America’s compliance with Service member’s Relieve Act (SCRA), the Fair Credit Reporting Act (FCRA) and a wide variety of Bankruptcy laws and agreements. SCFBO is committed to continuous improvement of its processes and to the career and skill development of its team members.


Within SCFBO, the Credit Furnishing and Disputes (CF&D) group delivers accurate data to the Consumer Reporting Agencies (CRAs) and Nationwide Specialty Consumer Reporting Agencies (NSCRA) in compliance with the Fair Credit Reporting Act (FCRA).   Critically important to clients, the CF&D group resolves all customer disputes of data submitted to CRAs and NSCRAs within the timelines and guidelines of the Fair Credit Reporting Act and bank policies.
A Lead Operations Representative on the Consumer Furnishing & Disputes team executes on a high volume and intricate process to resolve client disputes of the data provided to CRAs and NSCRAs within the legal timeframes specified in the Fair Credit Reporting Act. During this process, a Lead Operations Representative:


• Receives assigned disputes through specific systems or emailed spreadsheets and flexes between these assignments efficiently to ensure FCRA timelines are met
• Thoroughly studies each assigned dispute using multiple applications and resources
• Leverages information found to determine the validity of the dispute and its root cause
• Applies the appropriate process to confirm the accuracy of the originally furnished date or correct errors
• Applies the appropriate process to notify the client of the dispute resolution
• Documents all systems to accurately describe activity
• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right

Lead Operations Representatives work independently but have readily available support for escalations or questions from managers and peers.

Required Skills:

• Ability to recognize inconsistencies in compared data including but not limited to numerical relationships, timeline relationships and guideline adherence to identify the root cause of a problem (Attention to Detail, Comparative Analysis and Troubleshooting Problem Solving)
• Ability to accurately select a resolution for an identified root cause and execute on that solutions (Troubleshooting Problem Solving, Decision Making)
• Interpersonal written communication skills to reply to emails and document activity concisely and accurately in proper business writing
• Interpersonal verbal communication skills to collaborate with teammates and engage with leaders effectively
• Acts proactively to anticipate and prevent service disruptions/missed timelines by making timely decisions and engaging others when needed (Entrepreneurial Initiative)
• Ability to leverage multiple software applications to execute an intricate process and to easily remain current with iterative software and process updates (Computer savvy and Adaptable)
• Ability to quickly adjust to a dynamic work queue by shifting easily from one process to another as dictated by the volume of the work in the queue and the applicable timelines (Flexibility)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Displaying a strong will to achieve what one sets out to do through taking responsibility for one's actions and decisions (Results orientation)

Desired Skills:

• Basic understanding of the Fair Credit Reporting Act and the U.S. credit reporting systems
• 2-3 years working in a problem-solving environment preferably one governed by legal requirements from federal or state laws
• Experience with the following systems – TSYS, RMS, MSS, BOSS, BASS, LVIS, iSeries, DALS, IALS and MSP

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21076744

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Erin Capuzzo

Referral Bonus:

0