Client Services Manager

hace 4 horas

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**:
The key traits, responsibilities and functions of the role include:

- Complete oversight of the operations that provide customers with product information and resolution of customer service or account issues for designated product lines.
- In-depth product and data knowledge, enabling timely responses to complex client questions.
- Reporting and management of key metrics to ensure clients are serviced in a timely and accurate manner.
- Performance management and mentorship of team members.
- Coordination and project management on projects involving other functional areas including Sales, Software
- Development, Product Management, Billing, Finance, Onboarding, Vetting and Product Marketing.
- Monitor and maintain database integrity.
- Partner with other functional areas to ensure product enhancements and new product launches are operationally successful.
- Ensure call center toolsets are fit for purpose.
- Create and present executive level reporting on inquiry trends and product health.
- Ability to use critical thinking to make pragmatic decisions on issue escalations.
- Provide feedback and product enhancement recommendations to Product Owners.
- Consistently identify opportunities to optimize and automate processes and workflow.
- Ensure that highly regulated sensitive data is safeguarded.
- Ensure that all process, procedure and policy documentation is up to date and ratified annually.
- Ability to work in a fast-paced, deadline-driven environment.
- Ability to work effectively within a diverse team and to communicate with others is crucial.

**Qualifications**:
We are seeking highly motivated individuals with a consistent record of professional and personal achievement. Creativity, initiative, resourcefulness, and an entrepreneurial spirit are a must, in addition to the following:

- Bachelor’s Degree in Business or related field.
- 4-7 years functional experience.
- 3-5 years management and leadership experience.
- Strong expertise in call center operations, tools, and technologies.
- Strong oral and written communication skills.
- Strong organizational and work prioritization skills.
- Strong leadership and conflict resolution skills.
- Understanding of control principals and internal auditing methods.
- Strong problem solving and analytical skills.
- Strong project management skills.

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. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ and it ensures that we live what we believe._

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