Head of Enterprise Fair Credit Reporting Act Program

The Head of Enterprise FCRA Program is a senior enterprise‑critical leadership role accountable for the governance execution and regulatory integrity of Citizens’ Fair Credit Reporting Act (FCRA) program across all products. This role leads the FCRA Governance and Operational teams with end‑to‑end responsibility for the accuracy completeness and integrity of credit reporting data furnished by the bank as well as the timely and compliant resolution of all direct and indirect credit bureau disputes across all consumer products. The role directs multiple operational areas including governance testing disputes furnishing testing & analytics audit support and risk issue management.

The Head of Enterprise FCRA Program must:

• Proactively collaborate and influence stakeholders across the enterprise to drive alignment to FCRA governance framework and standard.
• Drive a strong culture of compliance and utilize data and analytics to evidence performance highlight areas of opportunity and drive improvement.
• Create a customer focused environment that motivates and empowers their teams to deliver high quality results and continually improve processes.
• Foster and drive a performance culture with personal accountability trust teamwork and gratitude to exceed performance expectations from customer financial regulatory and risk lenses.
• Proactively collaborate and engage with stakeholders and support partners to develop strategic plans tactical execution and performance measurement leveraging the power of the broader organization and creating a strong brand of delivery reliability and responsiveness. 

Responsibilities include:

• Provides guidance and oversight to all Citizens consumer products on credit reporting furnishing requirements standards and expectations.
• Builds relationships and effectively communicates across departments within Citizens the Consumer Reporting Agencies (“CRAs”) and servicing software vendors to facilitate the identification and mitigation of potential credit bureau reporting issues.
• Develops and implements long term long-term strategies policies and technological advancements to drive efficiency and effectiveness in credit reporting and dispute operations.
• Monitors performance of the FCRA Governance and Operational Teams to ensure compliance with provisions of the Fair Credit Reporting Act (“FCRA”) and the effectiveness of key FCRA controls such as:
  • Furnishing testing error reports and analytics
  • Timely and accurate review of disputes (both direct and indirect)
  • Issue management and remediation activities
• Creates strong data systems and analytics to identify root causes with a keen lens on customer and regulatory impact and drives sustainable improvements to remediate identified gaps.
• Regularly communicates key operational and program performance information to executive leadership including Risk Compliance and Legal partners.
• Keeps current on industry best practices and guidance from the Consumer Financial Protection Bureau (“CFPB”) Consumer Data Industry Association (“CDIA”) and other subject matter experts
• Drive risk accountability in planning: identify regulatory financial operational reputational and other risk issues develop plans for remediation and execute across teams spanning consumer.
• Oversees special FCRA projects such as new product credit reporting implementations audit / exam activities and process / program enhancements.

Qualifications - External

• Strong interpersonal organizational analytical decision-making and communication (both written and oral) skills are required
• Exceptional organization and project management skills and ability to manage concurrent deadlines and multiple priorities
• Flexible/open to change – ability to adapt positively to changing business needs
• Leadership experience with FCRA furnishing and / or disputes
• Track record of driving transformational change and continuous improvement to manual operations environments to deliver automation workflow and efficiency 
• Strong strategic and critical thinking skills to develop a high-level vision complemented with the ability to dive into detail and roll up your sleeves to drive execution and problem solving 

Qualifications Education Certifications and/or Other Professional Credentials

• Bachelor's degree preferred

  
  
• 15 – 20 years of experience in the financial industry
• 10+ years of leadership experience is strongly preferred

Hours & Work Schedule

• Hours per Week: 40 
• Work Schedule: M-F

Equal Employment Opportunity

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 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. At Citizens we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit qualifications performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check which may include initial credit motor vehicle record public record prior employment verification and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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