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Consumer Service Representative

  • West Des Moines, United States of America
  • Customer Care
  • Full time
  • J00123884

The Consumer Service Rep is responsible for acting as the first point of contact for Equifax Mortgage consumers, answering inbound calls and paper mail inquiries to address consumers’ issues, questions, and concerns.  A successful Consumer Service representative will be able to drive consumer satisfaction by accepting ownership of a customer issue. and effectively solving consumer inquiries and complaints.  This requires patience and active listening skills. Tasks may involve researching specific consumer credit questions, assisting consumers through a credit dispute process, receiving and responding in a timely manner to inbound calls/emails/post requests for consumer copies of credit reports, and performing data entry tasks to fulfill the consumer orders.

What You’ll Do:

  • When necessary, perform credit based research tasks ranging from navigation of automated systems and conducting online research 

  • Engage directly with consumers and achieve consumer satisfaction scores by going the extra step 

  • Demonstrate proficiency in adopting new tasks, workflows, or products 

  •  Operate a diverse range of tasks, moving between processes with the guidance of management 

  • Perform clerical, phone, operational or manual work 

  • Proactively seeks new assignments to enhance skill set and knowledge base 

  • Has already or has demonstrated the ability to gain an understanding of Equifax’s operational objectives and product offerings

  •  Accept stretch assignments provided by management that include but are not limited to report generation, training, development of documentation for training/education/best-practices, etc. 

  • Complete Yellow Belt training and support process improvement projects 

  • Interface with and communicate ideas to both clients and other external stakeholders in person, over the phone, and/or in written communications

What experience you need:

  • High school diploma or equivalent 

  • Understanding of PC functions, including Windows-based applications and ability to learn/understand internal Verification Services technology/systems

  • You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders

What could set you apart:

  • Preferred at least one year experience in a high volume processing center 

  •  Preferred customer service experience 

  •  Preferred experience within contact center environment 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

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, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).