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The Customer Support Representative – Senior will monitor, research, and respond to consumer complaints received through the CFPB or BBB portals, federal/state agency e-mails, or other channels. This individual is knowledgeable of the FCRA regulations and the dispute handling process. He/She thrives in a fast-paced environment and is looking for an opportunity to improve the consumer experience with Equifax.
What You’ll Do:
- Monitor, research, and respond to all complaints received through the CFPB or BBB portals, federal/state agency e-mails, as well as various internal channels, in a timely manner.
- Address complaints and identify opportunities for process improvements/complaint reduction
- Identify and report on trends that may impact volumes and SLAs
- Track complaints received as well as actions taken to resolve
- Report system-related issues as well as policies and processes that may be the root cause of particular types of complaints
- Participate on project team during CFPB exams
- Maintain a high level of quality
What experience you need
- High School Diploma
- 1 year of experience in customer service, with a strong focus on customer satisfaction.
- B2+ level in the international BELT English proficiency test.
- B2+ Level in the international BELT French proficiency test.
What could set you apart
- Detailed knowledge of credit report processing policies and procedures
- Expertise in all functions (disclosure, dispute, verification, maintenance)
- Proficient in ACIS and ACRO (internal/proprietary software)
- Strong business/professional writing skills are a plus
Primary Location:
CRI-Heredia
Function:
Function - Customer Service
Schedule:
Full time
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.
