Client Services Team Lead

hace 4 semanas

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

**Job Description**:

- Ability to perform all functions of Ambassador, Senior and Expert roles.
- Coordinate day-to-day operations and administering company policies and procedures through subordinate exempt and non-exempt staff. Includes assigning work, monitoring, and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues. May act as individual contributor for some areas of responsibility.
- Provides input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling.)
- Monitor team operations to ensure client products and services are delivered with high quality and in a timely fashion.
- Provide process guidance, analytical support, and interpret company policies and procedures to team members.
- Develop staff utilizing team processing efficiencies.
- Lead team in meeting department goals and in integrating new department processes and procedures.
- Conducts and reports operational metric analysis and measurement reporting to evaluate the effectiveness of operations. Recommends process improvements to enhance productivity and efficiency.
- Assesses and maintains organized systems supporting the customer service functions.
- Problem-solving approach coupled with strong communication skills and a sense of ownership and drive.
- Demonstrate the ability to effectively work collaboratively cross-functionally.
- Ability to multi-task and work in a fast-paced environment.
- Coordinate Special Projects as needed.
- Coordinate requests and service needs with appropriate internal departments to ensure client requirements are met.
- Ability to work escalations.
- Backup to Manager

**Qualifications**:

- High School Diploma and/or bachelor’s degree in business administration or related fields
- 2-3 years Advanced customer service experience
- Excellent English written and oral communications skills.
- Advanced knowledge of company products and services
- Strong problem-solving skills
- Advanced organizational skills
- Strong PC/mainframe/internet skills.
- Excel Intermediate
- Ability to handle multiple tasks and priorities.
- Ability to work with most complex clients and situations (Audit, QA, Billing & Invoicing
- SME/Trainer on specific & complex task
- Displays leadership characteristics to set a positive example for other team members.
- Must be able to successfully pass our Employee Background Screen which will include criminal background check, previous employment, and education verification, as well as a drug screen.

Additional Information

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

LI-ML2

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer_. _We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish - and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

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