Customer Case Investigator - Full Training Provided

Equifax, Inc.; United Kingdom; Remote; EUR 27,000 - 28,000

Job description

Would you like to begin a new career? Passionate about helping people? We're looking for enthusiastic individuals to join our growing team as Case Investigators.

No prior financial services experience? No problem. We believe in investing in our people and provide comprehensive, fully paid training to equip you with all the skills and knowledge you need to succeed. This is a fantastic opportunity to launch your career in a dynamic and rewarding industry.

About the Role:

We provide Credit Reports to our customers in the UK. These reports contain lots of information about our customers and their personal finances, for example, credit agreements that our customers have with lenders (mortgages, loans, phone contracts, utilities such as gas or water).

Sometimes customers have queries or complaints about these reports or about the services we provide, and these require investigation and resolution. This is where you come in. You will review emails that have been received from customers, and/or listen to recordings of calls that have been received from our consumers, and you’ll investigate to understand what went wrong. With help, you’ll make a decision on how to put things right for the consumer, and you’ll provide feedback to our organisation to help us better understand how to keep improving.

What you’ll do

1. You’ll work as part of a team to review customer cases by reading emails, call logs, and listening to recordings of calls.
2. You’ll perform investigations by checking what customers have said against information recorded on our systems, or by emailing lenders (banks, phone companies, utility providers) to check what records they hold.
3. Sometimes, if you need to clarify some detail with the customer, or if you think you can quickly resolve something for a customer, you will make an outbound call to the customer.
4. On each case, when your investigation is complete you’ll make a decision about what the correct outcome should be, and you’ll communicate this to the consumer via letter, email or sometimes by telephone call.
5. Outcomes sometimes involve redress, such as a refund or financial compensation, which you will facilitate.
6. You will assess the case to understand the root cause of the issue which caused the consumer to get in touch, and you’ll record feedback about this so that the business can make improvements to our services.

What experience you need

1. A positive and enthusiastic attitude with a genuine desire to help others.
2. Excellent communication and interpersonal skills.
3. Ability to learn quickly and adapt to new situations.
4. Strong attention to detail and accuracy.
5. Basic computer skills and the ability to learn new systems.
6. A genuine interest in the financial services industry.
7. Alignment with Equifax’s core values.
8. Strong time management and prioritisation skills.

What could set you apart

1. Any previous experience in a customer-facing role.
2. Basic understanding of financial services concepts.

What We Offer:

1. Full Training : We'll provide you with the knowledge and skills necessary to excel in your role, including product knowledge, systems training, and customer service best practices.
2. Support After Training : Ongoing coaching and support will be available to help you succeed.
3. Career Growth : This is an entry-level position with potential future opportunities for advancement within the company. We encourage and support our employees' professional development.
4. Competitive Salary & Benefits : We offer a competitive salary and a comprehensive benefits package.
5. Supportive Environment : Join a team of dedicated professionals who are passionate about delivering exceptional customer service. We foster a collaborative and supportive work environment.
6. Make a Difference : You'll be directly impacting our customers' financial well-being, making a real difference in their lives.

Salary & Benefits

1. €27,200 base salary
2. 35 hour working week, Monday to Friday
3. Private medical insurance with Irish Life
4. 26 days holiday & a day off for your birthday
5. Group Personal Pension Plan with New Ireland
6. 24/7 access to our Employee Assistance Programme (EAP) for you and family members for in the moment emotional support along with free access to a range of wellbeing services.
7. Click here to review a full list of our benefits: https://www.together.equifax.ie/benefits