Customer Service Representative (Dispute Resolution) Intermediate
Equifax, Atlanta, GA, United States
Job Description
As our consumers’ first point of contact or for escalated issues, this position is responsible for taking inbound phone calls from consumers to educate, answer questions, provide information, and resolve disputes relating to consumer credit information and products. This role plays an essential part in ensuring a best‑in‑class customer experience and supports our goal to be the most consumer‑friendly credit reporting agency (CRA).
What You’ll Do
Take escalated consumer calls regarding their Equifax credit report.
Address consumer questions or concerns to ensure the accuracy of their credit file.
Provide support and education regarding credit information, credit file interpretations, and Equifax products.
Research customer requests for disputed items, duplicate, collection and outdated information, and other specific items requested by the client.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 calls from Equifax or outsourced locations.
Recommend changes or additions to existing consumer service policies, practices, or procedures.
Accurately document details of accessing consumer files and completing consumer requests.
Meet Key Performance Indicators (KPIs) of quality, adherence, productivity, and customer satisfaction.
Resolve customer issues and answer questions to ensure a positive customer experience.
Be an active member on a team dedicated to making a positive impact with our consumers in a highly collaborative and supportive environment.
Back‑up other Equifax or outsourcing locations in regard to consumer contacts.
Pay is $21.50 per hour. Work hours are Tuesday–Saturday from 9:00 a.m. to 6:00 p.m.
What Experience You Need
High school diploma, GED, or equivalent required.
2–3 years of experience supporting customers via phone, online, chat, or in‑person.
Availability to attend 6 weeks of training on a fixed schedule.
Dependability for the work schedule and ability to work on‑site five days a week.
What Could Set You Apart
Passion for serving customers and taking ownership of the customer experience.
Attention to detail and vigilance with customer privacy and data security.
Ability to solve problems, display empathy, and build rapport with consumers.
Emotional intelligence, strong written and verbal communication skills.
Demonstrated courtesy and patience to create and maintain positive consumer relations.
Effective analytical, problem‑solving, and comprehension skills.
Ability to type efficiently and accurately (minimum 20 words per minute).
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As our consumers’ first point of contact or for escalated issues, this position is responsible for taking inbound phone calls from consumers to educate, answer questions, provide information, and resolve disputes relating to consumer credit information and products. This role plays an essential part in ensuring a best‑in‑class customer experience and supports our goal to be the most consumer‑friendly credit reporting agency (CRA).
What You’ll Do
Take escalated consumer calls regarding their Equifax credit report.
Address consumer questions or concerns to ensure the accuracy of their credit file.
Provide support and education regarding credit information, credit file interpretations, and Equifax products.
Research customer requests for disputed items, duplicate, collection and outdated information, and 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 calls from Equifax or outsourced locations.
Recommend changes or additions to existing consumer service policies, practices, or procedures.
Accurately document details of accessing consumer files and completing consumer requests.
Meet Key Performance Indicators (KPIs) of quality, adherence, productivity, and customer satisfaction.
Resolve customer issues and answer questions to ensure a positive customer experience.
Be an active member on a team dedicated to making a positive impact with our consumers in a highly collaborative and supportive environment.
Back‑up other Equifax or outsourcing locations in regard to consumer contacts.
Pay is $21.50 per hour. Work hours are Tuesday–Saturday from 9:00 a.m. to 6:00 p.m.
What Experience You Need
High school diploma, GED, or equivalent required.
2–3 years of experience supporting customers via phone, online, chat, or in‑person.
Availability to attend 6 weeks of training on a fixed schedule.
Dependability for the work schedule and ability to work on‑site five days a week.
What Could Set You Apart
Passion for serving customers and taking ownership of the customer experience.
Attention to detail and vigilance with customer privacy and data security.
Ability to solve problems, display empathy, and build rapport with consumers.
Emotional intelligence, strong written and verbal communication skills.
Demonstrated courtesy and patience to create and maintain positive consumer relations.
Effective analytical, problem‑solving, and comprehension skills.
Ability to type efficiently and accurately (minimum 20 words per minute).
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