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Operations Support Analyst

Customer Service Rich Text

Who is Equifax?

Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our customers live their financial best.

Our people are what makes us great at what we do - we see every member of our team as an integral piece of a jigsaw. We celebrate differences and recognise that each person brings with them unique talents and perspectives. We provide our people the support and flexibility to manage their work-life balance. At Equifax we genuinely care about our people and our ability to come together as #OneEquifax.

The perks of being an Equifax employee within the Operations team?

There are lots of perks of being an Equifax employee – we offer additional leave days as we recognise the importance of taking time out, whether that’s to catch up on some rest, celebrate a birthday, or give back to our community by volunteering. We are committed to the wellbeing of our people and provide them with discounted health cover through BUPA, access to comprehensive hearing services and discounts, and offer 24/7 support through our employee assistance program.

Our leaders are devoted to fostering a culture of ownership, they lead, coach, mentor, listen, empower and support us to find solutions and make important decisions. We are encouraged and challenged to think of new ideas to help do things better, simpler and more effectively for our customers and our business.

We actively support, respect and trust in everything that we do together as a one team. We believe that having fun promotes a culture of creativity, collaboration and transparent communication. Working within our team will allow you to see firsthand the positive impact you can make for our customers.

What you’ll do:

The Operations Support Analyst will be responsible for driving operational efficiency through in-depth review and analytics of business processes and results. You will be a driver of innovation and become a change champion through business initiatives, management and ad hoc business projects. This will include running reports on individual / team performance against KPIs, analysis of reports to provide insights, making recommendations for continuous improvement / upskilling / writing call scripts / process improvement.

In this role you will gain exposure to B2C & B2B operations, transformation, different levels of stakeholders, regulatory processes and various tools / systems, which will set you up for a potential internal move within the company further down the track. This position will also provide you with the opportunity to directly influence the performance of the various teams you will be supporting and see the impact of your efforts in real time. 

What are we looking for?

  • Minimum 3 years experience working in a customer service contact centre / call centre environment

  • Confident, articulate and professional communication style

  • Demonstrated ability to influence and manage diverse stakeholders

  • Intermediate knowledge of Microsoft Excel 

  • Strong attention to detail and prioritisation skills

  • Team player but also able to work autonomously

Extra points for any of the following:

  • Financial / credit reporting background

  • Experienced with ServiceNow and Salesforce

Success attributes of an Equifax employee; does this describe you?

  • Accountable

  • Brave

  • Curious

  • Collaborative

  • Communicative

  • Trustworthy

  • Dedicated

 

At Equifax, there is no such thing as the 'perfect candidate'

Seeing responsibilities and competencies laid out on paper can be confronting. At this stage of the application process, sometimes imposter syndrome can creep in and mess with our confidence. Please know, we list these items to give you an opportunity to show us your potential and how you can grow and transform with us. 

Your ability to demonstrate that you possess/have the real potential to develop the required capabilities, knowledge, experience and qualifications to perform in our roles is what we would like to hear from you. Where possible, you should support your claims with specific examples of what you have done and how you did it. 

However you identify, and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day!
 

El trabajo en Equifax

Creemos en una mentalidad de crecimiento. En Equifax, esto incluye brindar a nuestros empleados oportunidades para desempeñarse al máximo y aprender nuevas habilidades a lo largo del camino para inspirar y desarrollar carreras profesionales satisfactorias

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