Job Information
Equifax, Inc. Consumer Care Representative - J00158794 in Atlanta, Georgia
As our consumers' first point of contact, this position is responsible for taking inbound calls from consumers to educate, answer questions, provide information, and resolve disputes. This position also has the opportunity to offer and sell Equifax products, after resolving their concerns, in order to help meet their financial goals and needs. This position plays an essential role in ensuring a best in class customer experience in support of our goal to be the most consumer-friendly credit reporting agency (CRA).
This position is in office Monday - Friday, pays $17.50 an hour plus Incentives, offers paid training.
What You'll Do Answer inbound calls from Equifax consumers regarding their credit report Talk to consumers to resolve their questions or concerns and to ensure the accuracy of their credit file Provide support and education regarding credit information, credit file interpretations and offer Equifax products. Research customer requests for disputed items, duplicate, collection and outdated information, in addition to any other specific items requested by the client. 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 Take escalated consumer referrals from Equifax or outsource locations Recommend changes or additions to existing consumer service policies, practices, or procedures Accurately document details of accessing consumer files and completing consumer's request Meet Key Performance Indicators (KPIs) of quality, adherence, productivity and customer satisfaction 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 Back-up to other Equifax or outsourcing locations in regards to consumer contacts
What experience you'll need High school diploma, GED or equivalent required Experience supporting customers via phone, online, chat or in-person The ability to type efficiently and accurately (minimum 20 WPM) Ability to be in office Monday - Friday (Work hours are 9a to 6p)
What could set you apart Ability to upsell products/services Passion for serving customers and taking ownership of the customer experience Previous experience supporting customers via phone, online, chat or in-person Previous experience in Contact Centers and/or Customer Service role 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
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity