Customer Service Representative (Dispute Resolution) Senior (Finance)
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
- Weekends may be required based on business needs.
What experience you need
- 5+ years of knowledge and experience in the area of dispute handling, verifications, customer service and account maintenance
- Strong analytical and problem-solving skills, with a willingness to take initiative and make decisions
- Ability to work diligently in a fast-paced, multi-tasking environment with minimal supervision
- Strong communication skills - both written and verbal
- Track record of producing high quality and detail-oriented work
- Strong interpersonal, customer focus and leadership skills
- Proficient with Microsoft Office/Google Suite
- Flexible to work evenings and weekends as required
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
