The Customer Care/Customer Service Representative will be responsible for managing all aspects of customer service including answering inquiries via phone, mail and as well as follow up services. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.
What You'll Do: - Handle consumer requests received via phone, mail, e-mail
- Perform verifications of any information maintained on the credit file
- Meet Key Performance Indicators (KPIs) of quality, adherence, productivity and customer satisfaction
- Provide excellent customer service for all consumer telephone or written requests for disclosure and dispute
- Perform verifications of any information maintained on the credit file
- Accurately document details of accessing consumer files and completing consumer's request
- Resolves customer issues and answers questions to ensure a positive customer experience
- Be an active member on a team that is dedicated to making a positive impact with our consumers, in a highly collaborative and supportive environment
- Research customer requests for disputed items, duplicate, collection and outdated information, in addition to any other specific items requested by the client.
- Provide support and education regarding credit information, credit file interpretations and Equifax products
- Contribute to team effort by accomplishing related results, as needed
What experience you nee - High school diploma, GED or equivalent required
- Experience supporting customers via phone, online, chat or in-person
- Available to attend 6 weeks of training on a fixed schedule
- Ability to be dependable for work schedule, and work on-site 5 days a week
Success Attributes of an Equifax employee; does this describe you? - Passion for serving customers and taking ownership of the customer experience
- Attention to detail and ability to be vigilant with customer privacy and data security
- Ability to solve problems, display empathy and easily build rapport with consumers
- Emotional intelligence, strong written and verbal communication skills
- The ability to demonstrate courtesy and patience to create and maintain positive consumer relations
- Effective analytical, problem-solving and comprehension skills
- The ability to type efficiently and accurately (minimum 20 WPM)
- Desire to work collaboratively in a team environment & willingness to contribute to team success
- Customer service oriented (empathetic, responsive, patient, conscientious and solution-oriented)
- Be a great team player by always being present when scheduled, and adhering to processes and procedures
- Available to attend 6 weeks of training on a fixed schedule
- Ability to be Dependable for work schedule, and work on-site 5 days a week
- Regular attendance and punctuality is an essential function of the job; team members must be prompt for their shift and prepared to login at start time
What could set you apart - Previous experience supporting customers via phone, online, chat or in-person
- Previous experience in Contact Centers and/or Customer Service role