Back Office Dispute Analyst

Job Summary:

The Back Office Dispute Analyst is responsible for handling bureau disputes, ensuring quality assurance, and managing customer complaints. This role involves investigating and resolving disputes efficiently while maintaining high standards of accuracy and compliance. The ideal candidate will possess strong analytical skills, attention to detail, and a customer-centric approach.

Key Responsibilities:

Bureau Dispute Management:

• Review and analyze credit bureau disputes received from customers and credit reporting agencies.

• Investigate the validity of disputes by gathering necessary information from internal and external sources.

• Ensure timely and accurate resolution of disputes in compliance with regulatory requirements.

• Update and correct customer information in the system as necessary.

  Quality Assurance:

• Conduct regular quality assurance checks to ensure the accuracy and completeness of dispute resolutions.

• Develop and implement quality control processes to improve dispute handling procedures.

• Identify trends and patterns in disputes to proactively address common issues.

• Provide feedback and training to team members to enhance the quality of dispute resolution.

  Complaint Management:

• Handle customer complaints related to disputes in a professional and empathetic manner.

• Investigate complaints thoroughly and provide clear and concise responses to customers.

• Maintain detailed records of complaints and resolutions for reporting and analysis.

• Collaborate with other departments to address underlying issues causing customer complaints.

  Reporting and Documentation:

• Prepare regular reports on dispute resolution activities, including metrics and performance indicators.

• Maintain accurate and up-to-date records of all disputes, resolutions, and communications.

• Ensure documentation is compliant with internal policies and external regulatory requirements.

  Continuous Improvement:

• Participate in process improvement initiatives to enhance dispute resolution efficiency and effectiveness.

• Stay updated on industry best practices, regulatory changes, and emerging trends in dispute management.

• Provide input and recommendations for improving systems, policies, and procedures.

Qualifications:

• Bachelor’s degree in Business, Finance, or a related field. (recommended)

• Proven experience in dispute resolution, quality assurance, or customer service, preferably in a financial services environment.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Attention to detail and a high level of accuracy.

• Ability to handle sensitive information with confidentiality and integrity.

• Proficiency in navigating multiple systems and other relevant tools.

• Knowledge of credit bureau regulations and compliance standards is a plus.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We are backed by some of Silicon Valley’s top VCs, including GGV capital, Lightspeed Ventures, Female Founders Fund, and others. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

🏥 Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance for the employee!

🏝 Flexible vacation policy to help you recharge

Equal Employment Opportunity Statement 

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

Please reference the following information for more information:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf 

If you need reasonable accommodation for a job opening please connect with us at talent@kikoff.com and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.