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Citizens Home Mortgage Credit Bureau Consumer QA QC Senior Specialist in Glen Allen, Virginia


Primary responsibilities include

  • You will investigate credit bureau disputes received from our customers using Mortgage systems, policies and procedures. You will add pertinent information to pre-approved letters to respond to customer disputes. You will thoroughly document information relevant to the dispute details and resolution in the system of record.

  • You will review various reports to troubleshoot credit bureau reporting issues prior to the monthly file run.

  • You will build relationships and effectively communicate across departments within Citizens to request system updates as well as obtain information relevant to resolving credit bureau disputes and reporting exceptions.

  • At times, you will participate in projects to review and investigate historical credit bureau reporting and make updates as needed.

  • You will receive training to remain up-to-date on credit bureau industry knowledge and trends

  • Although the vast majority of disputes do not require telephone contact, occasionally you will need to provide effective communication when making inquiries and to follow up with customers.


  • Problem-solving skills, accuracy, attention to detail, and having an analytical mindset while reviewing and investigating credit bureau disputes and reporting exceptions are critical.

  • The ability to function in a team environment, work independently, and organize your time to meet deadlines is a necessity.

  • The ability to write and speak effectively and professionally is a must.

  • Mortgage industry experience is preferred.

  • 2-5 years of experience in the financial industry is preferred.

  • Previous experience in mortgage customer service, complaint resolution, letter writing, bankruptcy, loss mitigation or foreclosure is a plus.

  • Previous experience researching and resolving credit bureau disputes is a plus.

  • Education, Certifications and/or Other Professional Credentials

  • Bachelor’s or Associate’s degree preferred. High school diploma with applicable work experience is acceptable.

Hours & Work Schedule

  • 40 hours per week

  • M-F 8:30-5:00pm

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth