Business Service Representative - Senior

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

The Representative will serves as the first point of contact for legacy DataX customers and/or Equifax Platinum Customers.  The dedicated representative will assist with calls and emails that come into legacy DataX and/or Global Business Services.  The representative will provide support to Sales and Customers to assist them in resolving issues or challenges being experience related to accessing data, invoices, products and services.  They will provide telephone and email support to Equifax customers and must have an ability to resolve product and system issues/questions as well as escalations from AltFi Sales Account Executives and/or IES Account Managers. Responsible for resolving complex customer/sales and service related issues.  Identifies problems experienced by customers and utilizes problem solving skills to correct and satisfy customers while consistently delivering of appropriate quality in the expected timeframe.

What you'll do

• Request account setup/changes and product activations/deactivations
• Assist with billing and invoice queries
• Maintain account logs (member number, products, handling procedures, reports)
• Verify account information and member number status
• Research, resolve and respond to customer-related inquiries via email, telephone phone and from Equifax Account Executives for customers using DataX products and, or solutions; inquiries may be both service oriented, as well as, technical in nature; inquiries may also involve triaging and researching with Equifax business units, Technical Development staff that supports DataX CRA and, or Analytics staff that supports DataX CRA
• Complete permissible purpose, vendor and customer audits in accordance with FCRA and other state and federal requirements and regulations; work directly with customer to respond and clarify inquiries and to procure necessary documentation within predetermined timeframes
• Produce, request or maintain customer facing reports
• Work directly with customer to resolve tradeline or payment reporting inquiries related to the DataX credit reporting system; engage Analytics and Development, as needed, throughout process
• Provide ePORT or DataX portal assistance
• Create and disseminate communications to customers regarding system-related issues impacting service levels; troubleshoot system issues with appropriate internal and external resources to resolve service-related inquiries
• Work directly with customers to resolve outstanding tradeline and payment reporting requirements in accordance with contractual requirements
• Process and deliver production files for customers and internal Equifax business units
• Setup SFTP's and whitelist URL's for customers so that products and/or services can be utilized by customers
• Make corrections to business rules or product set-up configurations for customers consuming DataX products
• Update Salesforce (legacy DataX and USIS) to reflect customer business service contact changes or any modifications made to DataX products or solutions being utilized by customers
• Provide floor support, guidance, training and respond to questions for the consumer staff; respond to incoming or escalated consumer telephone calls in an overflow or staffing need capacity
• Knowledge of products and solutions required in order to provide assistance and training to internal and external customers
• Work with all Equifax departments as needed to resolve customer requests (Account Services, Enabling Technology, TWN, Analytics, Development, Collections, etc.)
• Participate in customer/sales training/conference calls/meetings as needed to identify customer needs, explain/ promote and sell various products and services
• Take ownership of customer issues from beginning to end
• Ability to resolve small to complex customer and sales related issues
• Provide customer recommendations based on account trends and analysis
• Complete Ad Hoc team tasks and requests at the direction of management

:What experience you need

• Minimum 1 year of customer service experience
• Bachelor’s degree preferred
• Proficiency with Google Suite and Microsoft Office (Word and Excel)
• Detailed oriented with an ability to multi-task in a fast paced environment
• Exhibit strong organizational, problem-solving, and analytical skills
• Excellent listening, verbal, and written communication skills
• Strong interpersonal skills and professional attitude

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational g