Receiving and Processing Consumer Report Complaints

You will be measured on if you successfully completed the disclosure request along with the following from Quality Assurance (QA)

Non-Critical

• Includes opening, call handling, communication skills and closing

Consumer Critical

• Critical errors, solve issue, resolution/ next steps/ expectations, professionalism.

Business Critical

• Critical errors, documentation, sell or upsell, save sale.

Compliance Critical

• Critical errors, authentication, critical disclosures, EFX/FCRA/UDAAP policies.

COMPLAINTS -is an expression of dissatisfaction or a written or verbal complaint by a consumer about an Equifax product, services or practice.

Complaints Category

1. Agent
2. Company
3. Process
4. Website
5. Product
6. Other

CONSUMER DISCLOSURE EXPECTATION

What does a Consumer receive with a disclosure?

1. Summary of Consumer Rights or
2. Copy of "Remedying the Effects of Identity Theft" if the consumer mentions that they may be a victim of identity theft.

DISCLOSURES WITH OTHER REQUESTS

Disputes -If the consumer is also disputing information on the credit file as incorrect.

Security Freeze

• If a consumer is also requesting a Security Freeze. This request is to be completed before responding to a consumer's request for a copy of their Equifax credit report.

Fraud Alert -If a consumer is also requesting a Fraud Alert. This request is to be completed before responding to a consumer's request for a copy of their Equifax credit report.

CREDIT REPORT DISCREPANCIES FROM MULTIPLE SOURCES

Some of the financial companies' consumers might ask Equifax about discrepancies includes:

Credit Karma Truist Republic Finance Bread ODE