As a complaints handler you will research customer requests for disputed items, investigate, update outdated information where necessary and process any other specific requests via mail, email and phone calls.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 verification's and/or contact the client when necessary.
This is a fixed term contract until the end of 2022.
The perks of being an Equifax employee?
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.
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
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.
Travailler chez Equifax
Nous croyons en une mentalité de croissance. Chez Equifax, cela comprend offrir à nos employés des occasions de donner le meilleur d’eux-mêmes et d’acquérir de nouvelles compétences en cours de route pour inspirer et bâtir des carrières épanouissantes.