Customer Support Representative (Dispute Resolution) - Senior

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.

The Customer Support Representative is responsible for providing DataX consumers with the best possible service while responding to incoming phone calls, mail requests and email requests. Responding to and resolving specific consumer inquiries related Lifelock referrals, disputes, security freezes, consumer file disclosures, and prescreen opt-outs specific to DataX, an Equifax Company. Researching and resolving credit clinic inquiries received from the mail. Researching and resolving consumer complaints received from the mail, CFPB portal, BBB office, Attorneys General Office which are initiated by the consumer or a Third Party on behalf of the consumer.

What you'll do

• Respond and resolve incoming DataX specific consumer inquiries received via the phone, mail and email channels.
• Monitor, research, and respond to all Third Party inquiries and complaints received through various portals, federal/state agency emails, as well as various internal channels, in a timely manner and in accordance with all applicable regulations and/or laws as well as established DataX procedures.
• Research and respond to incoming credit clinic inquiries; research and resolve any new credit clinic templates or formats that are received by DataX; requires ability to customize letter responses to address the specific needs or requests of the correspondence sent in by the consumers or Third Party on behalf of the consumers.
• Address complaints and identify opportunities for process improvements/complaint reduction
• Identify and report on trends that may impact volumes and SLAs.
• Track incoming disputes received and work directly with data furnishers to resolve disputes in accordance with FCRA regulations.
• Track complaints received as well as actions taken to resolve them.
• Report system-related issues as well as policies and processes that may be the root cause of particular types of consumer inquiries.
• Maintain a high level of quality.

What experience you need

• 2+ years of customer service experience
• Ability to adapt to changes in processes and systems utilized on a daily basis as DataX continues to migrate into the Equifax ecosystem.

• Must possess the ability to perform in a high-volume and fast-paced team-oriented environment.
• Must have excellent listening, verbal and written communication skills.
• Must demonstrate confidence, attention to detail and excellent decision-making skills.
• Must have the ability to handle multiple tasks and systems simultaneously.
• Demonstrated ability to handle difficult conversations while remaining professional and poised

What could set you apart

• Previous customer service experience
• Previous leadership roles
• Bi-lingual skills are a plus.
• Recognition for accomplishments or outstanding achievements/performance.
• Previous experience with handling change in the workplace
• Previous experience in a dynamic, fast-paced, ever changing environment

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!

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.

Primary Location:

USA-Atlanta-One-Atlantic-Center

Function:

Function - Customer Service

Schedule:

Full time