Pioneer Services, a Division of MidCountry Bank
  • Customer Resolution
  • Kansas City, MO, USA
  • Full Time

Offering a competitive benefits package to our Team Members is a top priority. Our Team Members are offered medical, dental, vision, flexible spending accounts and voluntary life benefits. We ensure long term success by offering a 401k plan with company match as well as company-paid short and long term disability, life insurance, paid time off, and wellness programs.


Pioneer Services, A Division of MidCountry Bank, has an opening for a Customer Resolution Specialist II to join our Customer Resolution Team in the Kansas City, MO location.

The Customer Resolution Specialist II will focus in the area of Credit Reporting (investigating customer disputes to ensure timely and accurate resolution) or Fraud Investigation (investigating claims of fraud to ensure timely and accurate resolution) with the ability to be cross-trained in other areas of the department, as needed.

 

DUTIES

Credit Reporting

1. Resolve customer credit bureau disputes submitted through consumer reporting agencies by:

  • accessing e-OSCAR website daily to review and respond to customer credit bureau disputes
  • researching each account and updating or modifying customer credit bureau payment history for accounts that have been reported incorrectly through e-OSCAR
  • notating information and properly coding disputes in the customer's account history in loan system
  • accurately responding to all disputes through e-OSCAR within thirty (30) days and maintaining a 100% success rate

 

2. Investigate and resolve credit bureau disputes and verifications submitted directly to company by:

  • determining if disputes are relevant or frivolous by reviewing information regarding customer identity and basis of dispute
  • updating or modifying customer credit bureau payment history for accounts that have been reported incorrectly through e-OSCAR
  • completing credit verifications within 48 hours of receiving
  • logging and responding to customer credit bureau dispute letters utilizing compliance-approved responses
    • accurately complete investigation and response within thirty (30) days – must maintain a 100% success rate
    • notifying customer of frivolous dispute determination within five (5) business days

 

Fraud Investigation

3. Investigates applications and booked loans to detect and mitigate losses resulting in fraud by:

  • working closely with other internal departments to collect data on suspicious loan applications and booked loans
  • investigating accounts flagged as suspicious to determine if fraud is present through various research methods and external data repositories
  • interviewing alleged fraud victims to collect facts and data
  • making outbound calls and queries to external parties to collect pertinent data using information contained on the application or other loan documentation
  • initiating action to mitigate potential for loss and to work toward recovery of potential losses
  • documenting results of investigation and reporting to appropriate parties, including submitting initial Suspicious Activity Reports (SARs)

 

4. Analyzes and interprets investigation information to draw conclusions and works with external parties to determine best practices in fraud identification, prevention and recovery by:

  • properly coding accounts to allow for accurate reporting and trend analysis
  • escalating trends and making recommendations to for future prevention
  • acting as liaison with Lending, Collections, the Bank's Fraud Team, Legal and Law Enforcement as needed in accessing ways to better identify and prevent future fraud
  • working with parties to prepare documentation that could be used in legal proceedings
  • recommending proactive training that will assist front-line staff to better identify and report suspected fraud

 

5. Other duties as assigned.

  • Takes on other projects/tasks as assigned by Manager

 

QUALIFICATIONS

  • High School diploma or GED equivalent required
  • 5-years of experience in customer service or collections environment
  • Operates at the high level of integrity required in the financial industry
  • Delivers outstanding customer service internally and externally
  • Communicates effectively verbally and in writing
  • Exhibits dependability, accountability, and  punctuality
  • Works well in a team environment
  • Must be able to pass required credit and criminal background check and drug test

 

Pioneer Services, A Division of MidCountry Bank is an Affirmative Action/Equal Employment Opportunity Employer M/F/D/V

Pioneer Services, a Division of MidCountry Bank
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