Operations Associate

4 hours ago

Docklands, Victoria, Australia Equifax Full time $60,000 - $90,000 per year

Equifax (EFX) is currently seeking a dedicated and meticulous Operations Associate - Investigations to join our team. If you're passionate about data accuracy, customer service, and contributing to a dynamic environment, we encourage you to apply

What You'll Do:
As an Operations Associate - Investigations, you will be a key player in managing investigations of commercial data flagged by Equifax partner. Your core responsibilities will include:

  • Reviewing provided information, scrutinizing data and data sources, query tickets and sending emails to verify data accuracy.
  • Working closely with both internal and external stakeholders to efficiently remedy raised data disputes.
  • Identifying and meeting the needs of requestors and callers, explaining Equifax products and services clearly, and ensuring a high level of satisfaction in all interactions.
  • Performing tasks in strict accordance with Service Level Agreements, internal procedures, and relevant legislation.
  • Gaining and maintaining a detailed understanding of data sources and implementing strategies to ensure data integrity.
  • Handling additional phone calls and emails across a range of products and providing technical support and general advice to other Equifax departments.
  • Testing (UAT) for new systems, providing feedback, and supporting the documentation of procedures.
  • Supporting the leadership team in creating reports and contributing to the adoption of new technologies and the transformation of current practices.
  • Assisting in the identification and management of business risks and incidents.
  • Continuously updating your knowledge of relevant legislation, such as trade access and the Privacy Act.

What Experience Do You Need

  • An undergraduate degree in a relevant field, or equivalent practical experience in a customer service or operations role.
  • 2-3 years' experience in a customer service role within an office environment.
  • Strong computer skills, including demonstrated proficiency in managing email and using MS Office and/or Google Suite applications
  • Proven experience in effectively managing customer escalations.
  • Experience in documenting processes and procedures

What Could Set You Apart

  • Knowledge of the Comprehensive Credit Reporting Code of Conduct, The Privacy Act 1988, and Equifax internal processes and procedures.
  • Experience with process improvement methodologies (e.g., Lean/Six Sigma).
  • A basic understanding of workload/workforce management principles.
  • Experience and understanding of case and incident management frameworks.

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