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.
Primary Location:
AUS-BrisbaneAUS-Sydney-Blue-StreetFunction:
Function - Customer ServiceSchedule:
Full time
