Synopsis of the role Responsible for the management of ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts. Serves as the prime point of contact to the client(s) regarding overall and day-to-day service delivery. Takes primary responsibility for client satisfaction with service delivery. Response for programs to establish and maintain quality standards of existing products and services. What you’ll do Gather and analyze data from various sources including (but not limited to) internal as well as clients in order to analyze solution performance, identify new performance indicators and trends, and recommend the introduction of new or modifications to existing business rules, configurations and strategies. Develop and sustain an ongoing client support model that includes (but not limited to): regular cadence meetings, quarterly business reviews and annual health check to assess solution performance. Provide planning, design, development, configuration assistance, application training, problem resolution and second level support to new and existing clients. Participates in meetings with pre-sales consultants &/or account managers, and client stakeholders to determine the scope of projects, requirements, timelines and assist with the coordination of internal and external prioritization. Stay current with the latest fraud trends and provide those insights back to their clients; present at industry events as a fraud subject matter expert, including user groups or industry specific speaking engagements. Where Equifax Managed Services are engaged on an account, assist with fraud investigator training, monitor investigators’ production, perform audits and reviews of their deliverables. What experience you need 5+ years of relevant fraud experience in the detection, identification, investigation or management of fraud related events. 3+ years of customer service or client facing roles within financial services, automotive lending, telecommunications, insurance and/or government/public sector. Intermediate/expert knowledge of credit adjudication processing, policies and best practices. Intermediate knowledge of AML and FINTRAC. Knowledge of fraud case management systems. Strong interpersonal, oral & written communication and presentation skills. Strong organizational skills and attention to detail Strong analytical and critical thinking skills Able to interpret complex information and articulate client needs. Adaptability to change in a fast paced dynamic environment. Proficient computer skills including, MS Office, G-Suite and SharePoint. May be required to work occasional weekend/holiday/ evening hours and varying shifts What could set you apart Bilingual is a plus. (French and English) Primary Location: CAN-Toronto-5700 Yonge Function: Function - Fulfillment / Operations Schedule: Full time At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. For US Applicants If you'd like more information on your EEO rights under the law, please view our EEO Policy Statement, EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Equifax participates in E-Verify and Right to Work (English and Spanish).
