We’re looking for an experienced Bilingual Escalations Specialist to work with our team and ensure excellent customer relations are maintained and that all escalated cases receive heightened attention and expedited resolutions. Your goal is to handle new and ongoing customer complaints effectively, promptly, documented and escalated appropriately, while holding responsible teams accountable for expedited action.

What You’ll Do

• Develop and maintain in-depth knowledge and understanding of all policies within Equifax’s operations.
• Handle escalated customer phone calls as transferred by frontline phone agents.
• Handle escalated customer email cases.
• Effectively handle escalated responses to comments made by customers on CSAT surveys.
• Respond to internal and external stakeholders on escalated cases from B2B customers.
• Update our case management system with all details.