As an Scalations Representative, you serve as the final tier for escalated consumer calls. This position is critical in resolving complex scenarios and ensuring the most consumer-friendly experience.
What tasks You’ll do in this role:
Resolving complex discrepancies that require a higher level of technical access and expertise.
Merging duplicate records to ensure a consumer has one accurate, unified credit profile.
Managing sensitive scenarios such as identity theft related to human trafficking, bankruptcy updates, and deceased consumer records
Handling high-security "Blue Flag" accounts and implementing or removing security freezes and fraud alerts.
Acting as a liaison for legal inquiries, and high-priority consumer matters.
Correcting and updating critical personal information to ensure accuracy for lenders and mortgage processes.
Providing a professional, "one-call resolution" experience by educating consumers on credit reporting laws and internal procedures.
What experience is a must:
High school diploma completed .
Previous experience in contact centers or customer service (1 year minimum), with a proven track record of handling escalated issues via phone.
Strong written and verbal communication English skills: B2 level needed.
Availability to work On Site - Heredia.
What could set you apart:
Proficiency in computer applications and experience navigating multiple CRM systems and other relevant software. G-suite - Salesforce.
Attention to detail and the ability to be vigilant with customer privacy and data security.
Ability to solve complex issues while demonstrating empathy, patience and courtesy.
A history of high customer satisfaction (CSAT) scores in an escalated support environment.
Primary Location:
CRI-HerediaFunction:
Function - Customer ServiceSchedule:
Full timeSkills Required
- High school diploma completed
- Minimum 1 year experience in contact centers or customer service handling escalated issues via phone
- Strong written and verbal English communication skills (B2 level)
- Availability to work on site in Heredia
- Proficiency in computer applications and navigating multiple CRM systems (e.g., G Suite, Salesforce)
- Attention to detail and vigilance with customer privacy and data security
- Ability to solve complex issues with empathy, patience, and courtesy
- History of high customer satisfaction (CSAT) scores in escalated support
Equifax Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equifax Inc. and has not been reviewed or approved by Equifax Inc..
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Retirement Support — Savings programs include a 401(k) with company matching and, in some contexts, profit-sharing or pension components. These are described as solid parts of the total package.
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Parental & Family Support — Programs include paid parental leave for birth and non-birthing parents and adoption assistance. Company materials highlight these benefits as part of a family-supportive offering.
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Flexible Benefits — Multiple medical plan choices, dental and vision options, FSAs/HSAs, and voluntary supplemental coverages enable customization. The company publishes plan summaries and SPDs to help compare cost and coverage by location and tier.
Equifax Inc. Insights
What We Do
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward. Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region. For more information, visit Equifax.com.
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