Customer Service Representative (Dispute Resolution) Senior

New Yesterday

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
Apply
Location:
Atlanta

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