Complaints and Customer Service Case Manager

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.

You'll be the voice of our company, handling a range of customer interactions. You’ll review emails that have been received from customers, and/or listen to recordings of calls that have been received from our customers, and you’ll investigate to understand what went wrong. With help, you’ll make a decision on how to put things right for the customer, and you’ll provide feedback to our organisation to help us better understand how to keep improving. While prior experience isn't required, a positive attitude, strong communication skills, a willingness to learn and a genuine desire to help people are essential. 

What you’ll do

• You will take ownership of each complaint, thoroughly investigating concerns to identify the most appropriate and fair resolution for the customer. Communicate clear, concise, and accurate information to customers.

• Ensure information is accurately recorded within the Customer Management System, keep the customer informed of the progress while you investigate and resolve their queries. 

• 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 customer via letter, email or sometimes by telephone call

• Outcomes sometimes involve redress, such as a refund or financial compensation, which you will facilitate

• You will assess the case to understand the root cause of the issue which caused the customer 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

• A positive and enthusiastic attitude with a genuine desire to help others.

• Excellent communication and interpersonal skills.

• Ability to learn quickly and adapt to new situations

• Strong attention to detail and accuracy.

• Basic computer skills and the ability to learn new systems.

• A genuine interest in the financial services industry.

• Strong time management and prioritisation skills

What could set you apart

• Any previous experience in a customer-facing role.

• Basic understanding of financial services concepts.

What We Offer:

• 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.

• Support After Training: Ongoing coaching and support will be available to help you succeed.

• 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.

• Competitive Salary & Benefits: We offer a competitive salary and a comprehensive benefits package.  

• Supportive Environment: Join a team of dedicated professionals who are passionate about delivering exceptional customer service. We foster a collaborative and supportive work environment.

• Make a Difference: You'll be directly impacting our customers' financial well-being, making a real difference in their lives.

Salary & Benefits

• €27,200 base salary

• 35 hour working week, Monday to Friday

• Private medical insurance with Irish Life

• 26 days holiday & a day off for your birthday

• Group Personal Pension Plan with New Ireland

• 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

• Click here to review a full list of our benefits: https://www.together.equifax.ie/benefits

• An optional hybrid working model, up to 2 days working at home per week

The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
 

Primary Location:

IRL-Wexford

Function:

Function - Customer Service

Schedule:

Full time