Operations Associate (Corrections)

Work Location - Sydney & Brisbane ONLY

• Equifax is seeking an Operations Associate to join the correction team. This role involves managing and investigating correction requests related to consumer and commercial credit information, as well as public record information. The successful candidate will have strong communication, problem-solving, and time management skills, along with a high attention to detail. Experience in customer service, particularly in conflict management, is essential, with a background in financial services or a contact center being a plus. What you’ll do
• Handling Correction Requests: Efficiently processing and managing a high volume of correction requests submitted by individuals and businesses. This includes logging, categorizing, and prioritizing incoming requests to ensure timely resolution.
• Investigating Discrepancies: Thoroughly investigating each correction request to ascertain the validity of the reported discrepancies. This involves cross-referencing information with various internal and external data sources, conducting detailed data analysis, and collaborating with relevant departments to gather necessary evidence.
• Responding to Inquiries: Providing clear, concise, and professional responses to all correction requests. This requires maintaining transparent communication with data subjects, explaining findings, and outlining the steps taken to resolve the issue. The Associate will also be responsible for ensuring that all responses comply with regulatory requirements and internal policies.
• Ensuring Data Accuracy: Playing a critical role in maintaining the accuracy and reliability of all data held by Equifax. This includes identifying systemic issues that may lead to data errors and contributing to process improvements aimed at enhancing data quality.
• Compliance and Regulation: Adhering strictly to all relevant data protection laws, credit reporting regulations, and company policies throughout the correction process. This ensures that Equifax operates with the highest standards of ethical conduct and legal compliance.
• What experience you need
• Minimum 6 months experience in consumer customer service/conflict management environment
• Strong communication skills, both written and oral
• Time management skills, working well to deadlines with minimal supervision
• Excellent listening and problem-solving skills
• High attention to detail
• Ability to work well under pressure
• A team player who has a positive attitude towards change and being flexible
• Ability to draft professionally written customer emails and letters
• What could set you apart
• Background in financial services, credit management or debt collections Previous experience in a contact centre