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Senior Customer Support Representative

  • Roanoke, United States of America
  • Customer Care
  • Full time
  • J00130867

Who is Insights, An Equifax Company?

Insights is a division of Equifax Workforce Solutions, Equifax's largest and fastest-growing business unit. Insights delivers breakthrough data and analytics to reduce people-based risk, mitigate fraud and meet compliance mandates. As the nation’s most comprehensive and trusted source of risk and criminal justice intelligence, we offer timely, reliable insights through vertical partners on AI-driven, SaaS-based cloud architecture. We enable commercial enterprises and government agencies to build trust and safety while improving operational efficiencies.



Senior Customer Service Representatives are critical roles to provide support to our Risk Intelligence partners.  The role is critical to providing a world-class service of support that includes phone and email interactions with their assigned partner base.  

What you’ll do

  • Main point of contact for our top partners on our court research operations.

  • Work closely with our go to market team to ensure that we are meeting partner needs.

  • Responds to in-bound, routine partner email and telephone inquiries regarding Risk Intelligence products, services, order status, and other general questions. 

  • Provide weekly, bi-weekly and quarterly reports to our partners, including TAT reports and quality measurements. 

  • Provide support for new products, integration testing, password updates,

  • Work closely with operations management team to ensure that internal teams are prepared for new volume and following account guidelines. 

What experience you need

  • High School diploma or equivalent

  • Associate Degree in Business or related discipline or an equivalent combination of education and experience (Preferred)

  • Three-Five years of experience in customer service. 

  • Working knowledge of Microsoft Office or comparable software. 

  • Experience in the Background Screening industry

What could set you apart

  • Excellent verbal/written communications skills, including the ability to motivate and influence others.

  • Strong decision-making, problem solving, and customer relations’ skills. 

  • Requires an above-average level of judgment, analytical ability and creativity in investigating problems. 

  • Ability to interact effectively with both staff and management. 

  • Ability to work well independently or in a team environment. 

  • Ability to perform multiple concurrent tasks. 

  • Able to consistently reflect a courteous, professional attitude while working in a high-pressure environment.

  • Strong organizational skills and attention to detail, including the ability to meet tight deadlines.

  • Solid interpersonal skills, including a willingness to engage with key internal employees and external partners.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

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. 

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