Bilingual Customer Escalations Specialist

What you’ll do

• Develop and maintain in-depth knowledge and understanding of all policies within Equifax’s operations.

• Handle escalated customer phone calls as transferred by frontline phone agents.

• Handle escalated customer email cases.

• Effectively handle escalated responses to comments made by customers on CSAT surveys

• Respond to internal and external stakeholders on escalated cases from B2B customers.

• Update our case management system with all details.

• Maximize customer experience throughout the escalation journey. 

• Collaborate with peers and leaders and deliver on a program of root cause analysis to improve the customer experience across all facets of the business.

• Demonstrate capabilities in anticipating escalation issues, accepting and effectively resolving sensitive topics and handling difficult situations diplomatically.

• Follow up with other departments on outstanding cases and hold them accountable.

What experience you need 

• Must be fluent in French and English, written and spoken.

• Ability to work and prioritize in a high-pace, high-pressure environment to meet deadlines and deliver quality results.

• Track record of applying theoretical knowledge to daily tasks.

• Ability to make decisions within guidelines and policies and to solve problems that may arise.

What could set you apart

• Experience with Credit File contents and interpretation of information

• Ability to use foundational knowledge to come up with creative solutions that are aligned with Equifax’s Shared Values, to resolve customer issues.

• Proven ability to de-escalate a situation.

• Ability to turn a poor customer experience into a positive, exceptional experience. Bringing the “Wow” factor.