CFC Escalation Specialist (Finance)
Equifax is looking for a Customer First Center Escalation Specialist to join our team! This person will perform Tier 1 level work to assist external and internal clients with questions and problems regarding multiple Equifax applications and services and track issues and provide resolution or escalation to the appropriate team within agreed to timeframes.
This is a hybrid position located in Louisville, KY.
The shift will be Tuesday - Saturday 10:30am - 7:30pm
What you'll do
- Monitor, participate, and provide professional support within the ES Chat Room
- Monitor all Teams channels, including the ES Chat Room for technical problems, trending issues and support for Data Transmission tickets
- Keep Supervisor informed of trending agent knowledge gaps/issues and assist Supervisor with assessing training needs for the team and individual agents as required
- Answer and resolve escalated phone calls, while prioritizing the completion of Priority 1 Returned Escalation tickets
- Offline work (Monitor SLA and facilitate offline workload, coach employees on ticket exceptions, Monitor Offline Work channel for scheduling/coverage needs, Verify all on-shift ES and any Offline agents are logged into OT TTY tool, Complete weekly offline ticket QA for scheduled offline ticket vetting day)
- Remain informed through email/Teams communication and process call outs via attendance line
What experience you need
- A high school diploma or GED
- At least one year of experience with CFC processes
What could set you apart
- Preferred customer service experience
- Strong emphasis on collaboration and team building
- Ability to perform multiple tasks at the same time
- Ability to respond quickly to unexpected changes
- Ability to interact in written and oral form with supervisors/management and peers to communicate moderately complex information
- Ability to handle high volume of work and work under deadlines
- Excellent analytical skills, problem solving and decision making abilities
- Excellent interpersonal, oral and written communication skills
- Ability to function independently from supervision to meet workload demand/deadlines on a daily basis.
- Must be self-motivated, able to work with limited supervision, and able to problem solve
- Experienced with Microsoft Office platform and Google Suite
