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.
Synopsis of the Role
We’re looking for an experienced Bilingual Escalations Specialist to work with our team and ensure that excellent customer relations are maintained and that all escalated cases have a heightened level of attention and that resolutions are expedited. Your goal within the team is to ensure that new and ongoing customer complaints are handled effectively, promptly, documented and escalated appropriately, while keeping all responsible teams accountable for expedited action.
What you’ll do
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Develop and maintain in-depth knowledge and understanding of all policies within Equifax’s operations.
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Handle escalated customer phone calls as transferred by frontline phone agents.
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Handle escalated customer email cases.
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Effectively handle escalated responses to comments made by customers on CSAT surveys
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Respond to internal and external stakeholders on escalated cases from B2B customers.
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Update our case management system with all details.
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Maximize customer experience throughout the escalation journey.
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Collaborate with peers and leaders and deliver on a program of root cause analysis to improve the customer experience across all facets of the business.
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Demonstrate capabilities in anticipating escalation issues, accepting and effectively resolving sensitive topics and handling difficult situations diplomatically.
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Follow up with other departments on outstanding cases and hold them accountable.
What experience you need
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Must be fluent in French and English, written and spoken.
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Ability to work and prioritize in a high-pace, high-pressure environment to meet deadlines and deliver quality results.
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Track record of applying theoretical knowledge to daily tasks.
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Ability to make decisions within guidelines and policies and to solve problems that may arise.
What could set you apart
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Experience with Credit File contents and interpretation of information
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Ability to use foundational knowledge to come up with creative solutions that are aligned with Equifax’s Shared Values, to resolve customer issues.
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Proven ability to de-escalate a situation.
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Ability to turn a poor customer experience into a positive, exceptional experience. Bringing the “Wow” factor.
This is an existing role.
This role has a base salary range of $44,816 - $58,821 The final salary selected from this range is dependent on the location of the role as well as the experiences & capabilities of the candidate selected. We offer comprehensive compensation and healthcare packages, paid time off, 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! At Equifax, we value and celebrate diversity. We are committed to fostering an inclusive, equitable, and accessible workplace where every member of our team feels respected, supported, and has the opportunity to reach their full potential. We strongly encourage applications from people with disabilities. Accommodations are available upon request for candidates participating in all aspects of the recruitment process. For a confidential request, please contact your recruiter or email us at [email protected] to make arrangements. If you have any questions regarding accessibility at Equifax, you can also contact us at this same email address, [email protected].
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
Equifax es un empleador que ofrece igualdad de oportunidades. Todos los aplicantes calificados recibirán consideración para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad o discapacidad.
