Customer Service Representative (Dispute Resolution) at Equifax Inc. in Atlanta, Georgia

Posted in General Business 7 days ago.

Type: Full-Time

Job Description:

As a Customer Service Representative supporting NCTUE (National Consumer Telecom Utilities and Exchange Service Center) consumers' first point of contact, this position is responsible for taking inbound calls from consumers to educate, answer questions, provide information, and resolve disputes relating to consumer data file information. 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). As a Customer Service Representative supporting NCTUE, your every day job function will be:

What you'll do

  • Answer inbound calls from NCTUE consumers regarding their data report.
  • Talk to consumers to resolve their questions or concerns and to ensure the accuracy of their NCTUE data report.
  • Most of the phone calls are requests for Security Freezes, Fraud Alerts, Promotional Opt out requests, disputes of derogatory information that may be reporting, or a copy of their NCTUE data report.
  • Complete consumer dispute/inquiry cases from beginning to end using the ARC data base system.
  • Provide excellent customer service for all consumer telephone or written requests for disclosure and disputes
  • Perform verifications of any information maintained on the NCTUE data report.
  • Recommend changes or additions to existing consumer service policies, practices, or procedures
  • Accurately document details of accessing consumer data 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.
  • Participate in and complete 6 weeks of training on a fixed schedule

What experience you need

  • High school diploma, GED or equivalent required
  • Experience supporting customers via phone or mail
  • 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)
  • Available to attend 3 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
  • Can speak Spanish or bilingual

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