Equifax (EFX) is currently seeking a dedicated and meticulous Operations Associate - Investigations to join our team. If you're passionate about data accuracy, customer service, and contributing to a dynamic environment, we encourage you to apply!
What You'll Do:
As an Operations Associate - Investigations, you will be a key player in managing investigations of commercial data flagged by Equifax partner. Your core responsibilities will include:
Reviewing provided information, scrutinizing data and data sources, query tickets and sending emails to verify data accuracy.
Working closely with both internal and external stakeholders to efficiently remedy raised data disputes.
Identifying and meeting the needs of requestors and callers, explaining Equifax products and services clearly, and ensuring a high level of satisfaction in all interactions.
Performing tasks in strict accordance with Service Level Agreements, internal procedures, and relevant legislation.
Gaining and maintaining a detailed understanding of data sources and implementing strategies to ensure data integrity.
Handling additional phone calls and emails across a range of products and providing technical support and general advice to other Equifax departments.
Testing (UAT) for new systems, providing feedback, and supporting the documentation of procedures.
Supporting the leadership team in creating reports and contributing to the adoption of new technologies and the transformation of current practices.
Assisting in the identification and management of business risks and incidents.
Continuously updating your knowledge of relevant legislation, such as trade access and the Privacy Act.
What experience do you need
An undergraduate degree in a relevant field, or equivalent practical experience in a customer service or operations role.
2-3 years' experience in a customer service role within an office environment.
Strong computer skills, including demonstrated proficiency in managing email and using MS Office and/or Google Suite applications
Proven experience in effectively managing customer escalations.
Experience in documenting processes and procedures
What Could Set You Apart
Knowledge of the Comprehensive Credit Reporting Code of Conduct, The Privacy Act 1988, and Equifax internal processes and procedures.
Experience with process improvement methodologies (e.g., Lean/Six Sigma).
A basic understanding of workload/workforce management principles.
Experience and understanding of case and incident management frameworks.
