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Customer Service and Complaint Case Handler

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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.

We have a new opportunity to join us as a Customer Service and Complaint Case Handler where you will respond to in-bound consumer queries, regulatory requests and complaints. The majority of consumer contact is conducted in writing via email / online support account, but the ability to conduct consumer calls is also an essential part of this role.

We’re looking for someone who has previously worked in a customer service environment, ideally with specific experience of managing regulated complaints, who is able to communicate clear, concise and informative responses to customers, both verbally and in writing, ensuring the customer has been treated fairly during each interaction. You’ll compose comprehensive yet concise written responses to complaints which is a crucial element of this role. This will also include managing regulatory requests including data erasure and data subject access requests.

What you’ll do

  • Handle a wide range of complex customer interactions including escalated queries, where you will be required to effectively address issues in a manner which ensures that the customer is fully informed,  appropriately advised on steps towards a resolution and associated timeframes.

  • Manage full and thorough investigation of complaints within Financial Conduct Authority (FCA)  guidelines, specifically focusing on complaints defined as complex, which are:

    • Direct from Consumer complaints

    • 3rd Party Forwarded Complaints

    • Financial Ombudsman (FOS) referrals

    • Complaints from customers in particularly vulnerable circumstances

    • Executive complaints

    • Press office complaints

    • Those which require a significant level of experience and expertise to be able to resolve appropriately 

  • Manage service quality and customer complaints in accordance with KPIs

  • Ensuring all consumer complaints receive a fair outcome

  • Engaging with the customer via various channels (e.g. written, telephone) ensuring a complete record of all information gathered or given is maintained

  • Work collaboratively with other business areas to ensure a fair outcome for the customer 

  • Deliver a consistently high level of accuracy and attention to detail

  • Deliver excellent customer service including appropriate management of customer expectations in line with Equifax’s values and conduct rules

  • Ensure root cause finding is completed on each complaint 

  • Ensure a full understanding of Equifax’s quality standards and expected standards of service

  • Case manage regulatory requests including data erasure and data subject access requests.

What experience you need  

  • Previous experience in a customer service environment

  • Previous experience in a complaints handling role preferably within a regulated environment. 

What could set you apart

  • An understanding of FOS and FCA regulations

  • Knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers inherent in their activities

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The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, 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.

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!

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