Consumer Escalation Specialist

Job Description

Consumer Escalations Specialist (12 months Fixed-Term Full-Time) | Equifax

The Tone:
This is a full-time, 12-month fixed-term role at Equifax, located in Montreal or Toronto. Equifax is a global data, analytics, and technology company focused on credit reporting and financial data. This role is crucial for maintaining Equifax’s commitment to regulatory compliance and delivering exceptional customer service, particularly when addressing complex and escalated consumer or government agency matters.

The TL;DR
• Role: Full Time
• Type: Fixed-term (12 months)
• Location: Hybrid, Montreal, Toronto

• Team: Consumer Escalation team
• Mission: Resolve complex and escalated consumer and government agency inquiries while ensuring regulatory compliance and customer satisfaction.

What You’ll Actually Do
• Investigate: Investigate, analyze, and respond to inquiries and escalated cases from both internal stakeholders and external consumers.
• Communicate: Act as the primary point of contact for and expertly answer formal complaints and inquiries received from Government Agencies.
• Document: Create detailed and precise Summary of Events documentation for all complex and regulatory-related cases.
• Collaborate: Partner with back-office teams (Legal, Operations, IT) to ensure the swift and accurate resolution of customer issues.
• Support: Assist the compliance and legal team in preparing accurate and appropriate responses.

The Must-Haves
• Background: Mid-level professional focused on managing escalations, complaints, and complex case resolution within a customer service context.
• Experience: 3-4 years handling escalations, complaints, complex case management, and customer service; proven ability to work effectively and maintain composure under tight deadlines and in high-pressure situations, managing multiple complex cases simultaneously.
• Skills: Fluent in both French and English (spoken and written) to effectively communicate with Canadian consumers and regulatory bodies; ability to make independent decisions within established guidelines, internal policies, and regulatory mandates.
• Bonus: Bachelor’s degree or College diploma in business, economics, paralegal studies, or a related field; exceptional fluency and professional communication skills in both French and English, particularly in technical or legal writing; experience with handling Canadian regulatory inquiries.