Overview
Attorney (Law) Jobs in Lexington-Fayette, KY at Lexington-Fayette Urban County Government
As our consumers’ first point of contact or for escalated issues, this position is responsible for taking inbound phone calls from consumers to educate, answer questions, provide information, and resolve disputes relating to consumer credit information and products. This position plays an essential role in ensuring a best in class customer experience in support of our goal to be the most consumer-friendly credit reporting agency (CRA).
What You’ll Do
Take escalated consumer calls regarding their Equifax credit report.
Address consumers questions or concerns and to ensure the accuracy of their credit file
Provide support and education regarding credit information, credit file interpretations and Equifax products
Research customer requests for disputed items, duplicate, collection and outdated information, in addition to any other specific items requested by the client.
Provide excellent customer service for all consumer telephone or written requests for disclosure and dispute
Perform verifications of any information maintained on the credit file
Take escalated consumer calls from Equifax or outsource locations
Recommend changes or additions to existing consumer service policies, practices, or procedures
Accurately document details of accessing consumer files and completing consumer’s request
Meet Key Performance Indicators (KPIs) of quality, adherence, productivity and customer satisfaction
Resolves customer issues and answers questions to ensure a positive customer experience
Be an active member on a team that is dedicated to making a positive impact with our consumers, in a highly collaborative and supportive environment
Back-up to other Equifax or outsourcing locations in regards to consumer contacts
What experience you need
High school diploma, GED or equivalent required
Experience supporting customers via phone, online, chat or in-person
Available to attend 6 weeks of training on a fixed schedule
Ability to be dependable for work schedule, and work on-site 5 days a week
What Skills & Attributes We’re Looking for:
Passion for serving customers and taking ownership of the customer experience
Attention to detail and ability to be vigilant with customer privacy and data security
Ability to solve problems, display empathy and easily build rapport with consumers
Emotional intelligence, strong written and verbal communication skills
The ability to demonstrate courtesy and patience to create and maintain positive consumer relations
Effective analytical, problem-solving and comprehension skills
The ability to type efficiently and accurately (minimum 20 WPM)
Desire to work collaboratively in a team environment & willingness to contribute to team success
Customer service oriented (empathetic, responsive, patient, conscientious and solution-oriented)
Be a great team player by always being present when scheduled, and adhering to processes and procedures
Available to attend 6 weeks of training on a fixed schedule
Ability to be Dependable for work schedule, and work on-site 5 days a week
Regular attendance and punctuality is an essential function of the job; team members must be prompt for their shift and prepared to login at start time
What could set you apart
Previous experience supporting customers via phone, online, chat or in-person
Previous experience in Contact Centers and/or Customer Service role
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Title: Attorney (Law)
Company: Lexington-Fayette Urban County Government
Location: Lexington-Fayette, KY
