Senior Consumer Relations Representative (12 months Fixed-Term Full-Time

Equifax•Montreal, QC

1d•Onsite

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 fully bilingual in both French and English (spoken and written) to effectively communicate with Canadian consumers and regulatory bodies across all provinces.
Bachelor’s degree in business, economics, paralegal studies or related field.
3-4 years handling escalations, complaints, regulatory inquiries, 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.
Demonstrated ability to apply a theoretical knowledge-base (e.g., legal, regulatory, or policy frameworks) to daily work tasks to achieve individual and team goals effectively.
Identifies and solves a range of problems in straightforward, and often moderately complex, situations by analyzing information and selecting the best solution from established alternatives.
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

Exceptional fluency and professional communication skills in both French and English, particularly in technical or legal writing.
Direct, verifiable experience in successfully resolving complex customer complaints, particularly within a regulated financial services, credit reporting, or consumer protection industry.
Recognized as a strong communicator, capable of conveying complex information clearly, concisely, and empathetically, both verbally and in professional written correspondence.

Responsibilities

Proactively develop, stay current with, and maintain a comprehensive knowledge and deep understanding of all internal and external policies, procedures, and regulatory requirements relevant to Equifax’s operations, ensuring all actions align with legal and corporate standards.
Efficiently and professionally investigate, analyze, and respond to inquiries and escalated cases from both internal stakeholders and external consumers. You will be expected to resolve complex, sensitive issues with a high degree of professionalism, empathy, and effective problem-solving skills, focusing on achieving a fair and satisfactory resolution for the consumer.
Own the maintenance and continual update of a centralized database tracking all applicable regulatory requirements, industry standards, and upcoming legislative initiatives, ensuring Equifax remains proactive in its compliance efforts.
Be a champion for maximizing customer experience throughout the entire complaints and issue resolution journey, ensuring clear communication, timely updates, and a transparent process.
Lead and deliver a rigorous program of root cause analysis on recurring complaints and issues. You will be responsible for identifying systemic failures, process gaps, and training needs, and proposing actionable recommendations to improve the overall customer experience across all facets of the business.
Demonstrate advanced capabilities in anticipating potential escalation issues before they materialize. This includes accepting ownership of and effectively resolving highly sensitive topics and skillfully handling difficult situations and challenging conversations with diplomacy and tact.
Act as a primary point of contact for and expertly answer formal complaints and inquiries received from Government Agencies, such as the Commission d'accès à l'information (CAI) and the Autorité des marchés financiers (AMF), ensuring accurate and compliant responses are delivered within required timeframes.
Create detailed and precise Summary of Events (SOE) documentation for all complex and regulatory-related cases, outlining the issue, investigation steps, findings, and resolution.
Act as an effective liaison, fostering strong working relationships with back-office teams (e.g., Legal, Operations, IT) and various other departments to ensure customer issues are resolved quickly, accurately, and efficiently through coordinated action.
Analyze moderately complex legal matters and requests, interpreting the nature and scope of the inquiries (e.g., subpoenas, legal demands). You will assist the Legal team in preparing accurate and appropriate responses.
Collaborate actively on the creation, review, and maintenance of internal training materials, ensuring the wider team is equipped with up-to-date knowledge on policies, procedures, and regulatory changes.