EDR Specialist

Job description

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 compl...