Consumer Escalations Specialist (12 months Fixed-Term Full-Time)

Equifax • Montreal, QC

6d • Hybrid

About The Position

As a key member of the Consumer Escalation team, you will play a crucial role in upholding Equifax's commitment to regulatory compliance and exceptional customer service, particularly in complex and escalated matters.

Requirements

• Must be fluent in both French and English (spoken and written) to effectively communicate with Canadian consumers and regulatory bodies across all provinces via email, mail or by phone.
• 3-4 years handling escalations, complaints, complex case management and customer service.
• Proven ability to work effectively and maintain composure under tight deadlines and in high-pressure situations, managing multiple complex cases simultaneously.
• Makes independent decisions within established guidelines, internal policies, and regulatory mandates that directly impact the quality and timeline of their own work output.

Nice To Haves

• Bachelor’s degree / College diploma in business, economics, paralegal studies or related field.
• Exceptional fluency and professional communication skills in both French and English, particularly in technical or legal writing.
• Experience with handling Canadian regulatory inquiries.

Responsibilities

• Investigate, analyze, and respond to inquiries and escalated cases from both internal stakeholders and external consumers.
• Act as a primary point of contact for and expertly answer formal complaints and inquiries received from Government Agencies, ensuring accurate and compliant responses are delivered within required timeframes.
• Create detailed and precise Summary of Events documentation for all complex and regulatory-related cases.
• Partner with back-office teams (Legal, Operations, IT) to ensure the swift and accurate resolution of customer issues.
• Assist the compliance and legal team in preparing accurate and appropriate responses.
• Maintain a centralized database to track all incoming inquiries.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree