Customer Service Representative (Dispute Resolution) Intermediate

What You’ll Do

• Take escalated consumer calls regarding their Equifax credit report.
• Address consumers’ questions or concerns and 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• Research customer requests for disputed items, duplicate, collection, and outdated information, in addition to any other specific items requested by the client.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.
• 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.
• Solve customer issues and answer questions to ensure a positive customer experience.
• Be an active member on a team 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

• A high school diploma, GED, or equivalent required.
• 2-3 years of experience supporting customers via phone, online, chat, or in-person.
• Available to attend 6 weeks of training on a fixed schedule.
• Dependable for work schedule and work on-site 5 days a week.

What Could Set You Apart

• 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.
• The 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).

Pay & Schedule

Pay is $21.50 an hour.
Work Hours are Tuesday - Saturday from 9:00a-6:00p.