Correspondence & Disputes Specialist III- Credit Disputes

The Correspondence & Disputes Specialist III - Credit Corrections is responsible for managing all indirect credit bureau disputes submitted by homeowners. This includes processing Automated Credit Dispute Verifications (ACDVs) and Automated Universal Dataforms (AUDs), which are received electronically from the credit bureaus and must be researched, resolved, and responded to in accordance with established guidelines.

This role requires conducting thorough daily investigations of indirect disputes and submitting accurate, timely electronic responses to the credit bureaus. The ideal candidate will possess a strong working knowledge of core operational areas—such as payment processing, escrow, loan boarding, and related functions—and will be able to collaborate effectively with those departments to resolve issues impacting loan-level credit reporting.

Additionally, the position requires ongoing learning and compliance with relevant regulations, including the Fair Credit Reporting Act (FCRA), as well as internal policies and procedures related to fraud, identity theft, and credit reporting integrity.

Essential Functions, Duties, and Responsibilities

• Investigate credit reporting disputes by analyzing our records in comparison to the industry standards (Metro 2® Format) for Credit Reporting, in addition to Shellpoint’s own company policies for accurate credit reporting.
• Research issues to identify root causes and be able to execute a plan of action for resolution.
• Ensure the necessary actions/corrections are made to the account, to resolve disputes and complaints which will include working with other business units.
• Daily and timely processing of Automated Credit Dispute Verifications (ACDVs) using the web-based Metro 2 compliant, automated system, including ID Theft/Fraud ACDVs.
• Review Block Notifications, research loan to determine validity of claim, and submit Block Notification Rescission requests as needed.
• Submit updates to the credit reporting agencies as needed to remedy any inaccuracies.
• Report on possible systematic/technical issues to the Manager to ensure the credit reporting process is compliant with the Metro 2 Format.
• Ensure the necessary actions/corrections are made to the account to resolve disputes and complaints.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High School Diploma required; college degree preferred.
• 4+ years of Mortgage Servicing and Credit Reporting Experience.
• Working knowledge of the Credit Reporting Resource Guide Metro 2 format is required.
• Experience with credit reporting and FCRA is preferred.
• Experience with e-Oscar is preferred.
• Mortgage and Consumer finance experience preferred.
• Mortgage Servicing systems is preferred.

Skills, Abilities, and Knowledge

• Must be extremely detail oriented, inquisitive, and have a passion for investigating and problem solving.
• Intermediate knowledge of MS Word, MS Excel.
• Excellent work ethic and deadline driven.
• Follow-up skills and a keen sense of accountability.
• Ability to multi-task as well as quickly adapt to changing work assignments.
• Math and analytical skills needed.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.