RECEIVING AND PROCESSING CS REPORT COMPLAIN

You will be measured on if you successfully completed the discloser request along with ff from quality assurance:

• NON CRITITICAL ( includes opening call handling, communication skills and closing)
• CX CRITICAL ( critical errors, solve issues, resolution/ next steps/ expectations professionalism)
• BUSINESS CRITICAL ( critical errors , documentation , sell or upsell , save sale. )
• COMPLIANCE CRITICAL ( critical errors, authentication, critical disclosure , EFX/FCRA/UDAAP policies)

COMPLAINTS

• is an expression of dissatisfaction or a written or verbal complaint by a cx about an Equifax product, services or practices

-AGENT

• COMPANY -PROCESS -WEBSITE -PRODUCT -OTHER

CX DISCLOSURE EXPECTATIONS

CX RECEIVE W/ A DISCLOSSURE The cx will receive:

• summary of cx rights
• copy of "remedying the effects of identity theft " if the cx mention that they may be a victim of identity theft

CX MAY ALSO REQUEST

• DISPUTES ( if the cx is also disputing information on the credit file as incorrect security freeze
• SECURTY FREEZE ( if a cx is also requesting a security freeze, This request is to be completed before responding to a cx for a copy of their Equifax credit report )
• FRAUD ALERT (if a cx also requesting a fraud alert, this request is to be completed before responding to a cx request for a copy of their equifax credit report )

! CX CAN DO MULTI REQUEST !

SOME OF THE COMPANIES CX MIGHT ASK EQUIFAX ABOUT DISCREPANCIES INCLUDE:

• CREDIT KARMA -TRUIST -REPUBLIC FINANCE -BREAD -ODE