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 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-Brisbane AUS-Sydney-Blue-Street

Function:

Function - Customer Service

Schedule:

Full time