Credit Reporting Compliance Manager

At Citizens, we're more than a bank, and you'll feel valued for who you are and supported in achieving what's important to you, both personally and professionally.

As a Credit Reporting Compliance Manager, you will serve as the subject matter expert responsible for overseeing Citizens' consumer reporting obligations across traditional Credit Reporting Agencies (CRAs), ChexSystems, and Early Warning Services (EWS). This role provides leadership and oversight for Fair Credit Reporting Act (FCRA) compliance, Metro 2 reporting, data integrity, issue management, customer impact assessments, and remediation activities.

The Credit Reporting Compliance Manager will partner closely with Operations, Business Lines, Technology, Risk Management, Compliance, Legal, Audit, and third-party vendors to ensure the accuracy, integrity, and regulatory compliance of information furnished to consumer reporting agencies. The role is accountable for identifying and mitigating reporting risks, challenging business assumptions, validating customer impact assessments, overseeing corrective actions, and ensuring sustainable controls are operating effectively across all systems of record.

This position requires strong regulatory expertise, analytical capabilities, leadership skills, and the ability to influence stakeholders across multiple business functions while driving a strong culture of regulatory compliance and operational excellence.

Primary Responsibilities

Credit Reporting Compliance & Regulatory Oversight

• Serve as the primary subject matter expert for Fair Credit Reporting Act (FCRA) requirements, Metro 2 reporting standards, CDIA Credit Reporting Resource Guide (CRRG) requirements, ChexSystems standards, and Early Warning Services (EWS) reporting requirements.
• Provide oversight of consumer reporting activities across Citizens' servicing and reporting platforms, including ALS, MSP, TSYS, Debt Manager, Citizens Pay, ChexSystems, and EWS.
• Ensure compliance with applicable federal and state consumer reporting regulations and enterprise policies.
• Monitor the accuracy, completeness, and integrity of consumer data furnished to Credit Reporting Agencies and Specialty Consumer Reporting Agencies.
• Support implementation and interpretation of changing regulatory requirements and industry standards.

ChexSystems & EWS Governance

• Serve as the primary oversight manager for Citizens' ChexSystems and EWS reporting programs.
• Establish and maintain governance routines, monitoring processes, oversight controls, and reporting for Specialty Consumer Reporting Agencies.
• Monitor furnishing activity, performance metrics, exceptions, suppressions, data quality concerns, and operational risks associated with ChexSystems and EWS reporting.
• Review customer complaints, disputes, trends, and regulatory concerns involving Specialty CRA reporting.
• Ensure reporting processes align with Appendix E expectations for oversight, monitoring, issue management, governance, data integrity, and sustainable controls.
• Partner with business lines and technology teams to strengthen Specialty CRA reporting controls and monitoring capabilities.

Issue Management & Remediation

• Own and oversee operational risk issues, regulatory observations, audit findings, and remediation activities related to consumer reporting.
• Lead root cause analysis efforts and develop remediation strategies for credit reporting and Specialty CRA issues.
• Review and challenge business line assumptions, customer impact assessments, remediation approaches, and corrective action plans.
• Approve population identification methodologies, testing approaches, and issue resolution strategies.
• Assess remediation effectiveness and provide closure readiness approval recommendations.
• Escalate significant risks, trends, and emerging concerns to senior leadership.

Customer Impact Assessment & Analysis

• Prepare or oversee detailed analyses supporting investigations, remediation efforts, audits, examinations, and regulatory inquiries.
• Identify impacted customer populations utilizing approved methodologies and data analysis techniques.
• Review and validate customer impact assessments, harm determinations, and correction-file strategies.
• Evaluate trends, exceptions, and control performance to proactively identify risks and opportunities for improvement.
• Ensure supporting documentation is maintained and available for management, audit, compliance, and regulatory review.

Governance, Monitoring & Executive Reporting

• Lead governance activities supporting enterprise credit reporting and Specialty CRA oversight.
• Monitor furnishing performance, critical rejects, reconciliation results, customer disputes, suppressions, and control effectiveness.
• Develop and present executive-level reporting regarding compliance risks, issue status, remediation progress, and emerging trends.
• Support internal audits, regulatory examinations, compliance reviews, and governance committees.
• Track and report key performance indicators, risk metrics, and remediation milestones.

Stakeholder Engagement & Leadership

• Lead business line meetings, governance forums, and stakeholder discussions related to consumer reporting compliance.
• Partner with Legal, Risk Management, Compliance, Technology, Operations, Audit, and third-party vendors.
• Challenge conclusions and recommendations when regulatory or operational concerns exist.
• Provide guidance and recommendations related to FCRA, Metro 2, ChexSystems, and EWS requirements.
• Drive accountability for timely issue resolution and sustainable control implementation.

Continuous Improvement

• Identify opportunities to improve monitoring, reporting, controls, governance processes, and operational effectiveness.
• Support implementation of system enhancements, regulatory changes, and strategic initiatives.
• Promote a culture of proactive risk identification, compliance excellence, and continuous process improvement.

Minimum Qualifications

• 5-7+ years of experience in Credit Bureau Reporting, FCRA Compliance, Consumer Reporting Operations, Risk Management, Regulatory Compliance, or a related field.
• Strong understanding of Fair Credit Reporting Act (FCRA) requirements and consumer reporting regulations.
• Thorough understanding of Metro 2 reporting requirements and CDIA Credit Reporting Resource Guide (CRRG) standards.
• Experience supporting or overseeing consumer reporting programs across multiple products and servicing platforms.
• Working knowledge of servicing systems including Fiserv, ALS, MSP, TSYS, Debt Manager, or comparable platforms.
• Strong understanding of ChexSystems and Early Warning Services (EWS) reporting requirements and oversight expectations.
• Deep knowledge of Appendix E requirements, including governance, monitoring, issue management, remediation, data integrity, and sustainable control execution.
• Experience performing customer impact assessments, root cause analysis, issue remediation, and corrective action validation.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Ability to independently lead complex discussions with senior leaders and cross-functional stakeholders.
• Advanced proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and PDF creation/conversion tools.

Preferred Qualifications

• Bachelor's Degree in Business, Finance, Compliance, Risk Management, Accounting, Data Analytics, or a related field preferred.
• Relevant professional certifications in Compliance, Risk Management, Audit, Project Management, or Data Analytics are a plus.
• Experience supporting enterprise-wide credit bureau furnishing programs.
• Experience with bankruptcy, charge-off, recovery, collections, and consumer dispute operations.
• Experience supporting regulatory examinations, audits, or compliance reviews.
• Experience with customer remediation programs, correction files, and population identification methodologies.
• Experience with operational risk management and issue management frameworks.
• Experience managing relationships with third-party service providers and vendors.
• Prior quality assurance, testing, monitoring, or compliance oversight experience.

Success Measures

The successful candidate will:

• Maintain effective oversight of Citizens' Credit Bureau, ChexSystems, and EWS reporting programs.
• Ensure compliance with FCRA, Metro 2, CRRG, Appendix E, ChexSystems, and EWS requirements.
• Successfully identify, escalate, remediate, and close consumer reporting issues and risks.
• Deliver meaningful governance reporting and actionable insights to senior leadership.
• Improve data quality, monitoring effectiveness, and control sustainability across all consumer reporting channels.
• Build strong partnerships across Operations, Technology, Risk, Compliance, Legal, and business line stakeholders while driving a culture of accountability and regulatory excellence.

Hours & Work Schedule

Work Schedule: Monday– Friday 8:30 AM – 5:00 PM ET, position requires working 4 days on site at our Johnston RI or Glen Allen VA offices

-will consider remote for highly qualified candidates not located near Citizens office location

Pay Transparency 

• The salary range for this position is $97,000 - $100,000 per year. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits

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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.

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