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The Phone Specialist (PS) is responsible for responding to incoming consumer phone calls, processing consumer disputes, payment questions, credit reporting questions, general inquiries, updating the Company's business records and track consumers dissatisfiers. The PS is responsible for delivering on the Consumer Bill of Rights in all interactions with customers (internal/external), while balancing company and departmental needs. The PS must be able to obtain and evaluate all relevant information to handle inquiries and complaints. Given the regulatory oversight of the business it is vital the specialist adhere to company policies and procedures. This position is shift-based, and the workload is largely task-based and tactical utilizing pre-established guidelines, with tasks identified under the guidance and supervision of the manager.