Consumer Escalations Specialist (12 months Fixed-Term Full-Time)

As a Consumer Escalations Specialist (12 months fixed-term, full-time) at Equifax, you will be a key member of the consumer escalations team, upholding regulatory compliance and delivering exceptional customer service, particularly in complex and escalated matters. You will maintain comprehensive knowledge of internal/external policies and regulatory requirements, investigate and resolve complex and sensitive consumer inquiries, document regulatory compliance activities, own the customer experience throughout the complaints journey, lead root cause analyses, anticipate issues with diplomacy, liaise with government agencies (e.g., CAI and AMF), create detailed case summaries, collaborate across Legal, Operations, IT and other teams, analyze moderately complex legal matters, and contribute to training material to keep the team informed of regulatory changes. The role requires strong communication skills in both French and English, relevant experience in regulated financial services or consumer protection, and the ability to work under pressure while managing multiple complex cases.