Complaints and Customer Service Case Manager
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You'll be the voice of our company, handling a range of customer interactions. You’ll review emails and listen to recordings of calls, investigate issues, make decisions to resolve the customer, and provide feedback to improve processes. A positive attitude, strong communication skills, a willingness to learn, and a genuine desire to help people are essential.
What You’ll Do
* Take ownership of each complaint, thoroughly investigate concerns, and identify a fair resolution for the customer. Communicate clear, concise information to customers.
* Record accurate details in the Customer Management System, keep the customer informed of progress while investigating and resolving queries.
* Decide on the correct outcome and communicate it via letter, email, or phone.
* Facilitate redress, such as refunds or financial compensation when appropriate.
* Assess root causes and record feedback to drive service improvements.
What Experience You Need
* Positive, enthusiastic attitude and genuine desire to help others.
* Excellent communication and interpersonal skills.
* Ability to learn quickly and adapt to new situations.
* Strong attention to detail and accuracy.
* Basic computer skills and ability to learn new systems.
* Interest in the financial services industry.
* Strong time management and prioritisation skills.
What Could Set You Apart
* Previous experience in a customer‑facing role.
* Basic understanding of financial services concepts.
What We Offer
* Full training on product knowledge, systems, and customer service best practices.
* Ongoing coaching and support after training.
* Entry‑level position with potential for future advancement.
* Competitive salary and comprehensive benefits package.
* Supportive, collaborative work environment.
* Opportunity to make a real difference in customers’ financial well‑being.
Salary & Benefits
* €27,200 base salary.
* 35‑hour working week, Monday to Friday.
* Private medical insurance with Irish Life.
* 26 days holiday + birthday day off.
* Group Personal Pension Plan with New Ireland.
* 24/7 access to the Employee Assistance Programme (EAP) for you and family.
* Optional hybrid working model – up to 2 days working at home per week.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service
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