The Canada Call Center Representative provides service to consumers / members on their credit files by updating accounts and personal information, creating investigations, providing adequate solutions to their problems, providing information to pull their credit report, provide and sale the credit score and other similar products, also assist and educate the consumers about the policies, procedures and information reported on the Equifax credit file and give the appropriate follow up to the members investigations.
The Canada Call Centers Representative is the primary contact for all our external consumers / members of Equifax answering in-
bound or out-bound calls in French / English regarding the credit report, credit information, products, policies, procedures and solving problems our customer will present on their interactions with our services.
Provide high quality customer service ensuring all requests and needs are fulfilled and fully understood.
Handle calls, requests and complains.
Collaborate with other internal departments.
Educate consumers on dispute management and offer options for resolution.
Perform file updates, as required.
Perform sales, as required.
Troubleshoot and provide support to our consumers / members regarding their credit information.
Provides consumers / members support / education and file interpretation.
Continuous training / enhancing of service and products knowledge.
Participate in special projects or assignments when requested, as well as proactive team and individual efforts to achieve department and company goals.
Applies documented rules and procedures on an independent level.
Effectively identifies problems and takes appropriate steps to solve them, even when it is complex.
Ensure the compliance with company’s procedures and policies.
Propose ideas to promote improved service and customer satisfaction.
Perform metrics including, but not limited to : volume handled, average handled time, sales, quality, attendance, service level agreements.
Competencies and Abilities
Excellent people skills and sensitivity to intercultural issues.
Solid analytical & problem solving skills.
Must have professional attitude and conflict management.
Must possess the ability to multi-task in a demanding and high growth environment.
Must be a fast learner person.
Must be customer satisfaction oriented.
Must possess accuracy and be quality oriented.
Excellent active listening skills.
Outstanding ability to answer and solve problems based on the consumer scenario.
Attention to details.
Ability to work in a Team environment.
Ability to perform sales, explaining the advantages and answering possible doubts.
Requirements and / or Experience :
Previous knowledge and experience in customer service positions or similar.
Call center experience with strong customer service orientation.
French / English spoken (written and verbal C1+).
Microsoft Office Tools (Word, PowerPoint, Excel).
General knowledge of ACRO, CIS, SIEBEL, Outlook, and Virtual Merchant is a plus.
General knowledge of credit reporting practices, policies and procedures is a plus.
Experience in sales is a plus.
Schedule flexibility and able to work overtime when needed.
For internal applicants :
o No disciplinary actions within the last 3 months and not being part of a PIP (Performance Improvement Plan).
o 1 continuous year on current position.
Primary Location : CRI-Heredia
Function - Customer Service
Schedule : Full time