Customer Service Representative (Dispute Resolution) Senior

Position Overview

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. The Customer Support Representative - Senior will monitor, research, and respond to consumer complaints received through the CFPB or BBB portals, federal/state agency e-mails, or other channels. This individual is knowledgeable of the FCRA regulations and the dispute handling process and thrives in a fast-paced environment while working to improve the consumer experience with Equifax.

Key Responsibilities

• Monitor, research, and respond to all complaints received through the CFPB or BBB portals, federal/state agency e-mails, and various internal channels in a timely manner.
• Address complaints and identify opportunities for process improvements and complaint reduction.
• Identify and report on trends that may impact volumes and SLAs.
• Track complaints received as well as actions taken to resolve them.
• Report system-related issues and highlight policies and processes that may be the root cause of specific complaints.
• Participate in project teams during CFPB exams.
• Maintain a high level of quality in all communications and documentation.

Required Qualifications

• 5+ years of experience in dispute handling, verifications, customer service, and account maintenance.
• Strong analytical and problem-solving skills with the initiative to make decisions.
• Ability to work diligently in a fast-paced, multi-tasking environment with minimal supervision.
• Excellent communication skills, both written and verbal.
• Proven track record of producing high-quality, detail-oriented work.
• Strong interpersonal skills, customer focus, and leadership capabilities.
• Proficiency with Microsoft Office and Google Suite.
• Flexibility to work evenings and weekends, as required.

Preferred Qualifications

• Detailed knowledge of credit report processing policies and procedures.
• Expertise in all functions including disclosure, dispute, verification, and maintenance.
• Proficiency in ACIS and ACRO (internal/proprietary software).
• Strong business/professional writing skills.

Benefits & Perks

• Compensation and healthcare packages.
• 401k matching.
• Paid time off.
• Organizational growth potential through our online learning platform with guided career tracks.