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.
Synopsis of the Role
We’re looking for an experienced Bilingual Escalations Specialist to work with our team and ensure that excellent customer relations are maintained and that all escalated cases have a heightened level of attention and that resolutions are expedited. Your goal within the team is to ensure that new and ongoing customer complaints are handled effectively, promptly, documented and escalated appropriately, while keeping all responsible teams accountable for expedited action.
What you’ll do
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Develop and maintain in-depth knowledge and understanding of all policies within Equifax’s operations.
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Handle escalated customer phone calls as transferred by frontline phone agents.
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Handle escalated customer email cases.
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Effectively handle escalated responses to comments made by customers on CSAT surveys
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Respond to internal and external stakeholders on escalated cases from B2B customers.
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Update our case management system with all details.
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Maximize customer experience throughout the escalation journey.
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Collaborate with peers and leaders and deliver on a program of root cause analysis to improve the customer experience across all facets of the business.
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Demonstrate capabilities in anticipating escalation issues, accepting and effectively resolving sensitive topics and handling difficult situations diplomatically.
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Follow up with other departments on outstanding cases and hold them accountable.
What experience you need
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Must be fluent in French and English, written and spoken.
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Ability to work and prioritize in a high-pace, high-pressure environment to meet deadlines and deliver quality results.
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Track record of applying theoretical knowledge to daily tasks.
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Ability to make decisions within guidelines and policies and to solve problems that may arise.
What could set you apart
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Experience with Credit File contents and interpretation of information
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Ability to use foundational knowledge to come up with creative solutions that are aligned with Equifax’s Shared Values, to resolve customer issues.
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Proven ability to de-escalate a situation.
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Ability to turn a poor customer experience into a positive, exceptional experience. Bringing the “Wow” factor.
This is an existing role.
This role has a base salary range of $44,816 - $58,821 The final salary selected from this range is dependent on the location of the role as well as the experiences & capabilities of the candidate selected. We offer comprehensive compensation and healthcare packages, 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! At Equifax, we value and celebrate diversity. We are committed to fostering an inclusive, equitable, and accessible workplace where every member of our team feels respected, supported, and has the opportunity to reach their full potential. We strongly encourage applications from people with disabilities. Accommodations are available upon request for candidates participating in all aspects of the recruitment process. For a confidential request, please contact your recruiter or email us at [email protected] to make arrangements. If you have any questions regarding accessibility at Equifax, you can also contact us at this same email address, [email protected].
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.
