CSR Dispute Knowledge Base
CSR Dispute Knowledge Base
Everything a CSR needs to know to answer client questions about disputes accurately and confidently.
Key Terms Every CSR Must Know
| Term | Definition |
|---|---|
| Hard Inquiry | A credit pull that occurs when you apply for credit. Visible to lenders, affects score for up to 2 years, stays on report for 2 years. |
| Soft Inquiry | A credit pull for background checks, pre-approvals, monitoring. Does NOT affect credit score. |
| Collection | A debt that was sold or assigned to a collection agency after the original account went unpaid. |
| Charge-Off | When a creditor writes off a debt as uncollectable (usually after 180 days). Still owed but affects credit. |
| Derogatory Mark | Any negative item: late payment, collection, charge-off, bankruptcy, repossession. |
| FICO Score | The industry-standard scoring model. Range: 300-850. This is what lenders use. |
| VantageScore | Alternative scoring model used by Credit Karma and others. Not used by most lenders. |
| Credit Utilization | Ratio of balance to credit limit on revolving accounts. 30% of FICO score. Keep below 30%. |
| Dispute Round | One cycle of disputes submitted and processed. Takes approx 30-45 days per round. |
| Verification | When a bureau investigates and confirms the disputed item is accurate. Item remains on report. |
| Deletion | When a disputed item is successfully removed from the credit report. |
| Reinsertion | When a previously deleted item reappears. Must be notified to consumer within 5 days. |
Common Client Questions — Quick Answers
"Can you guarantee my score will go up?"
Answer: No — and we legally cannot guarantee specific outcomes under CROA. What we can say is that removing negative items is the most direct way to improve your score, and we have a proven process for doing that.
"Why is the same collection on all three bureaus?"
Answer: Each bureau is a separate company that receives reports from creditors. We dispute with all three simultaneously, but each bureau investigates independently.
"Can you remove a bankruptcy?"
Answer: Bankruptcies are public record items. They stay on credit reports for 7-10 years (Chapter 7 = 10 years, Chapter 13 = 7 years). If the bankruptcy info is reported inaccurately, we can challenge that. But removing an accurate bankruptcy is very difficult.
"Can you remove student loans?"
Answer: We can dispute inaccurate information about student loans (wrong balance, wrong payment history). Accurate student loan information cannot be removed.
"Can I dispute items myself?"
Answer: Yes, anyone can dispute their own credit report. We handle this professionally, strategically, and consistently so you don't have to — and our volume of experience means we know which approaches work for which types of items.