Customer Disputes Leader- 12 month fixed term contract
Location: Brisbane, Queensland AU
Job Number: 688
Who is Equifax?
Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our customers live their financial best.
Our people are what makes us great at what we do - we see every member of our team as an integral piece of a jigsaw. We celebrate differences and recognize that each person brings with them unique talents and perspectives. We provide our people the support and flexibility to manage their work-life balance. At Equifax we genuinely care about our people and our ability to come together as #OneEquifax.
The perks of being an Equifax employee within the Operations team?
There are lots of perks of being an Equifax employee – we offer additional leave days as we recognise the importance of taking time out, whether that’s to catch up on some rest, celebrate a birthday, or give back to our community by volunteering. We are committed to the wellbeing of our people and provide them with discounted health cover through BUPA, access to comprehensive hearing services and discounts, and offer 24/7 support through our employee assistance program.
Our leaders are devoted to fostering a culture of ownership, they lead, coach, mentor, listen, empower and support us to find solutions and make important decisions. We are encouraged and challenged to think of new ideas to help do things better, simpler and more effective for our customers and our business.
We actively support, respect and trust in everything that we do together as a one team. We believe that having fun promotes a culture of creativity, collaboration, and transparent communication. Working within our team will allow you to see firsthand the positive impact you can make for our customers.
What you’ll do:
Due to a team members internal project secondment, we are looking to backfill a fixed-term lead role in our Customer Disputes area. This team receives and manages enquiries from customers querying their Equifax profiles and data. Leading a team of 30 members, you will provide day to day management of the complaints and corrections processes. It's an excellent opportunity to join Equifax ANZ, where there are multiple career options.
This opportunity will suit an experienced team lead with financial services/or data related customer background, based in Sydney or Brisbane. If you enjoy improving response times and customer satisfaction, along with process improvement, there is scope to add real value across these teams and create an interesting assignment for yourself. Bringing your experience and thought leadership to the Operations leadership team will help us in our goals drive efficiency and raise your profile.
What are we looking for?
- Over 5 years’ experience leading operational/complaints teams preferably in financial services environment
- Extensive experience in people and process management - call centre and back of house process experience
- Understanding of complaints regulations and ISO standards.
- Authentic leadership style and excellent coaching skills to develop team members to realise their potential
- Confident decision maker.
- Can switch from tactical to strategic leadership.
- Resilient and demonstrates confidence in challenging circumstances.
Extra points for any of the following:
- BA or equivalent
- Six Sigma mindset/understanding
Success attributes of an Equifax employee; does this describe you?
At Equifax, there is no such thing as the 'perfect candidate'
Seeing responsibilities and competencies laid out on paper can be confronting. At this stage of the application process, sometimes imposter syndrome can creep in and mess with our confidence. Please know, we list these items to give you an opportunity to show us your potential and how you can grow and transform with us.
Your ability to demonstrate that you possess/have the real potential to develop the required capabilities, knowledge, experience and qualifications to perform in our roles is what we would like to hear from you. Where possible, you should support your claims with specific examples of what you have done and how you did it.
However you identify, and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day!
Job Number: J00123057
Community / Marketing Title: Customer Disputes Leader- 12 month fixed term contract
Location_formattedLocationLong: Brisbane, Queensland AU