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.
As an Scalations Representative, you serve as the final tier for escalated consumer calls. This position is critical in resolving complex scenarios and ensuring the most consumer-friendly experience.
What tasks You’ll do in this role:
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Resolving complex discrepancies that require a higher level of technical access and expertise.
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Merging duplicate records to ensure a consumer has one accurate, unified credit profile.
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Managing sensitive scenarios such as identity theft related to human trafficking, bankruptcy updates, and deceased consumer records
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Handling high-security "Blue Flag" accounts and implementing or removing security freezes and fraud alerts.
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Acting as a liaison for legal inquiries, and high-priority consumer matters.
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Correcting and updating critical personal information to ensure accuracy for lenders and mortgage processes.
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Providing a professional, "one-call resolution" experience by educating consumers on credit reporting laws and internal procedures.
What experience is a must:
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High school diploma completed .
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Previous experience in contact centers or customer service ( 1 year minimum ), with a proven track record of handling escalated issues via phone.
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Strong written and verbal communication English skills: B2 level needed.
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Availability to work On Site - Heredia.
What could set you apart:
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Proficiency in computer applications and experience navigating multiple CRM systems and other relevant software. G-suite - Salesforce.
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Attention to detail and the ability to be vigilant with customer privacy and data security.
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Ability to solve complex issues while demonstrating empathy, patience and courtesy.
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A history of high customer satisfaction (CSAT) scores in an escalated support environment.
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, 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.
