Remote Eligible
Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
As our consumers’ first point of contact or for escalated issues, this position is responsible for taking inbound phone calls from consumers to educate, answer questions, provide information, and resolve disputes relating to consumer credit information and products. This position plays an essential role in ensuring a best in class customer experience in support of our goal to be the most consumer-friendly credit reporting agency (CRA).
What You’ll Do
- Take escalated consumer calls regarding their Equifax credit report.
- Address consumers questions or concerns and to ensure the accuracy of their credit file
- Provide support and education regarding credit information, credit file interpretations and Equifax products
- Research customer requests for disputed items, duplicate, collection and outdated information, in addition to any other specific items requested by the client.
- Provide excellent customer service for all consumer telephone or written requests for disclosure and dispute
- Perform verifications of any information maintained on the credit file
- Take escalated consumer calls from Equifax or outsource locations
- Recommend changes or additions to existing consumer service policies, practices, or procedures
- Accurately document details of accessing consumer files and completing consumer's request
- Meet Key Performance Indicators (KPIs) of quality, adherence, productivity and customer satisfaction
- Resolves customer issues and answers questions to ensure a positive customer experience
- Be an active member on a team that is dedicated to making a positive impact with our consumers, in a highly collaborative and supportive environment
- Back-up to other Equifax or outsourcing locations in regards to consumer contacts
What experience you need
- High school diploma, GED or equivalent required
- Experience supporting customers via phone, online, chat or in-person
- Available to attend 6 weeks of training on a fixed schedule
- Passion for serving customers and taking ownership of the customer experience
- Attention to detail and ability to be vigilant with customer privacy and data security
- Ability to solve problems, display empathy and easily build rapport with consumers
- Emotional intelligence, strong written and verbal communication skills
- The ability to demonstrate courtesy and patience to create and maintain positive consumer relations
- Effective analytical, problem-solving and comprehension skills
- The ability to type efficiently and accurately (minimum 20 WPM)
- Desire to work collaboratively in a team environment & willingness to contribute to team success
- Customer service oriented (empathetic, responsive, patient, conscientious and solution-oriented)
- Be a great team player by always being present when scheduled, and adhering to processes and procedures
- Available to attend 6 weeks of training on a fixed schedule
- Regular attendance and punctuality is an essential function of the job; team members must be prompt for their shift and prepared to login at start time
What could set you apart
- Previous experience supporting customers via phone, online, chat or in-person
- Previous experience in Contact Centers and/or Customer Service role
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
