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.
Elevate your expertise in dispute resolution as an EDR Specialist within our D2C Operations team. You will act as a key point of contact for external bodies like AFCA and the OAIC, conducting forensic investigations to resolve complex consumer disputes while defending Equifax’s position through technical and legally-robust submissions.
What you’ll do
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Manage a diverse caseload of escalated consumer complaints, including credit file and product disputes, through forensic investigation and data review.
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Prepare clear, fact-based written submissions for AFCA and the OAIC that demonstrate our adherence to the Credit Reporting Code.
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Drive the end-to-end management of external disputes to help mitigate financial and reputational risk for the business.
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Coordinate and log all case milestones, outcomes, and settlements accurately within ServiceNow (SNOW) and Salesforce.
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Communicate directly with consumers to gather information, explain complex outcomes, and assist in de-escalating disputes.
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Apply technical knowledge of credit bureau data and correction processes to ensure equitable and compliant outcomes.
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Collaborate with the IDR (Internal Dispute Resolution) team to identify recurring complaint trends and suggest process improvements.
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Strictly adhere to internal service level agreements (SLAs) to ensure timely resolution of all regulatory matters.
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Support the broader team during peak periods with ad-hoc regulatory reporting and documentation tasks.
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Participate in cross-functional discussions to ensure your investigative findings help drive a better customer experience.
What experience you need
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1-2 years of direct experience specifically within an External Dispute Resolution (EDR) role.
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Proven experience working within the Australian Financial Services, Telecommunications, or Utilities sectors.
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Documented experience managing workflows or cases within Salesforce or ServiceNow (SNOW).
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Practical knowledge of the Privacy Act or Australian regulatory frameworks (e.g., RG 271).
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Experience drafting formal correspondence or reports that require high attention to detail and factual accuracy.
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Demonstrated ability to meet daily or weekly productivity targets (SLAs) in a corporate environment.
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High school diploma or equivalent; tertiary qualification in Business, Law, or a related field is highly regarded.
What could set you apart
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Previous experience specifically dealing with AFCA or OAIC dispute processes.
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A strong understanding of how credit defaults and enquiries are recorded on a credit file.
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Intermediate proficiency in Google Workspace (Docs, Sheets, and Slides) for collaborative work.
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Prior experience in a role that balances business policy with fair consumer outcomes.
We believe that when we’re at our best, we can do our best. Equifax offers policies and programs that support our employees’ financial and personal wellbeing with additional leave days, hybrid working environment, employee assistance program 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!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
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, veteran status, and other legally protected characteristics.
