Elevate your expertise in dispute resolution as an EDR Specialist within our D2C Operations team. You will act as a key point of contact for external bodies like AFCA and the OAIC, conducting forensic investigations to resolve complex consumer disputes while defending Equifax's position through technical and legally-robust submissions.
What you'll do
* Manage a diverse caseload of escalated consumer complaints, including credit file and product disputes, through forensic investigation and data review.
* Prepare clear, fact-based written submissions for AFCA and the OAIC that demonstrate our adherence to the Credit Reporting Code.
* Drive the end-to-end management of external disputes to help mitigate financial and reputational risk for the business.
* Coordinate and log all case milestones, outcomes, and settlements accurately within ServiceNow (SNOW) and Salesforce.
* Communicate directly with consumers to gather information, explain complex outcomes, and assist in de-escalating disputes.
* Apply technical knowledge of credit bureau data and correction processes to ensure equitable and compliant outcomes.
* Collaborate with the IDR (Internal Dispute Resolution) team to identify recurring complaint trends and suggest process improvements.
* Strictly adhere to internal service level agreements (SLAs) to ensure timely resolution of all regulatory matters.
* Support the broader team during peak periods with ad-hoc regulatory reporting and documentation tasks.
* Participate in cross-functional discussions to ensure your investigative findings help drive a better customer experience.
What experience you need
* 1-2 years of direct experience specifically within an External Dispute Resolution (EDR) role.
* Proven experience working within the Australian Financial Services, Telecommunications, or Utilities sectors.
* Documented experience managing workflows or cases within Salesforce or ServiceNow (SNOW).
* Practical knowledge of the Privacy Act or Australian regulatory frameworks (e.g., RG 271).
* Experience drafting formal correspondence or reports that require high attention to detail and factual accuracy.
* Demonstrated ability to meet daily or weekly productivity targets (SLAs) in a corporate environment.
* High school diploma or equivalent; tertiary qualification in Business, Law, or a related field is highly regarded.
What could set you apart
* Previous experience specifically dealing with AFCA or OAIC dispute processes.
* A strong understanding of how credit defaults and enquiries are recorded on a credit file.
* Intermediate proficiency in Google Workspace (Docs, Sheets, and Slides) for collaborative work.
* Prior experience in a role that balances business policy with fair consumer outcomes.
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