Bilingual Sr Investigator Verification Exchange Services

Equifax, Inc.; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

Une entreprise leader dans les services de vérification recherche un senior agent pour intégrer son équipe de service client dans un environnement de centre d'appels. Le candidat idéal aura de l'expérience dans un environnement à fort volume et des compétences analytiques, et devra gérer des interactions avec divers acteurs tout en s'assurant que les besoins des clients sont satisfaits. Ce rôle exige également une grande capacité d'organisation et une aptitude à travailler de manière autonome.

Qualifications

• 2-5 ans d'expérience dans un centre de traitement à volume élevé.
• Excellente capacité d'analyse et prise de décisions.
• Expérience en analyse de fraude préférée.

Responsibilities

• Effectuer des appels entrants/sortants et des tâches de saisie.
• Identifier des améliorations pour répondre aux besoins des clients.
• Collaborer efficacement avec les équipes et la direction.

Skills

Microsoft Windows

Analytical Skills

Problem Solving

Decision Making

Collaboration

Organization

Multitasking

Tools

Google Chrome

Gmail

Google Drive

Job description

Synopsis of the role :
This position is responsible for having a developed expertise in a variety of work processes and activities developed through a combination of job-related training and considerable on-the-job experience. This senior agent will work autonomously within established procedures and practices in a call center environment. Agents may at times act as a lead, assisting with the work of others and addressing questions as an SME when available.

What you’ll do:

• Perform various fulfillment activities including but not limited to outbound/inbound phone calls, keying tasks, auditing received documents, etc.

• Excellent analytical skills, problem solving and decision making abilities

• Demonstrate an ability to prioritize tasks appropriately based on experience/knowledge of customers and their typical urgency on requests

• Strong emphasis on collaboration and team building

• Experienced with GoogleChrome, Gmail, Google Drives and Google apps

• Ability to interact in written and oral form with supervisors/management, peers and customers

• Ability to work autonomously, but follows instructions and guidance well. Self-motivated

• High level of organization and multitasking abilities, able to handle a high volume of work and work under deadlines

• Use experience to identify improved ways for workgroups to meet customer’s needs, providing insights and recommendations to supervisors and management

What experience you need

• 2-5 years of experience in a high volume processing center customer service experience.

• Experience within a contact center environment.

• Experience in fraud and document analysis is preferable.

• Understanding of PC functions, including Windows-based applications and ability to learn/understand internal Verification Services technology/systems.

• Work on shifts between 8h00am - 7h00pm ET (37.5hours/week).

What could set you apart

• Bilingual French /English is preferred.