As a complaints handler you will research customer requests for disputed items, investigate, update outdated information where necessary and process any other specific requests via mail, e-mail and phone calls. You will handle immediately or direct to the appropriate resolver group for further investigation/resolution and utilize various prescribed methods to obtain current information: call creditors, interview borrowers when necessary, contact landlords for rental verifications and/or contact the client when necessary. You will also assist in answering inbound calls which could include customers, consumers or trade references.
This is a fixed term contract until the end of 2022
What you’ll do
Handle a range of customer interactions (primarily calls) including complaints and queries, in order to effectively address issues in a manner which ensures that the customer is fully informed and appropriately advised on steps towards resolution and associated timeframes
Use information and resources available to investigate and resolve customer queries immediately or direct to the appropriate resolver group for further investigation/resolution
Where immediate resolution is not possible, case-manage the resolution process and associated customer interactions ensuring that the customer is kept appropriately informed and advised in line with agreed expectations
Value complaints as a means of strengthening our processes & improving our relationship with our customers
Use a variety of customer channels and communication tools to interact with the customer, including telephone, e-mail, letter, Social Media, Chat and others
Work to agreed goals with a high priority on quality
What experience you need
Intermediate experience within consumer complaints including initial phone call to final response letters
Good experience of managing conflict and difficult conversations
Good computer skills able to use MS Office word, Excel and ideally G Suite
What could set you apart
Experience within a regulated environment
Good experience of handling vulnerable customers
We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!
We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.
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, colour, 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 Statement, EEO 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 GTA@equifax.com. 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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