Customer Service Operations Specialist
hace 2 meses
We are thrilled to share that Experian has been named one of the 100 Best Companies to work for by FORTUNE and one of the 100 World's Most Innovative Companies by Forbes Magazine.
Experian prioritizes our culture and looks to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
The Role
As a Customer Service Operations Specialist, you will partner with the leadership team to create a customer service experience for new products in the financial services industry, with a focus on operational excellence, CX, regulatory compliance and innovative customer service.
You will support the Experian Consumer Services team, which has a mission to provide Financial Power to All. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.
Responsibilities
- Customer service operations for best in class customer service function and CS delivery team for Experian Smart Money, our award-winning credit building checking account and debit program
- Track, trend, analyze and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
- Assist in key CS operations and business delivery, including supporting operational requirements, processes and procedures
- Troubleshooting in real time to support business and service goals
- Efficient, cost-effective, multi-channel service delivery and manage to service budget
- Advocate for the customer - communicate and partner with internal stakeholders (marketing, ops, compliance, legal, business leaders) to improve the CS experience/service CX
- Seamless customer experience for existing and new products and services
- Driving improvements through issue handling and call listening and monitoring
- Own CS/Service CX as a key element of the differentiating product/service experience for consumers and marketing/reputation
Qualifications
- 3+ years experience in high-performance customer service, ops, service delivery
- 1+ year in consumer-focused roles, financial services or tech/startups
- Passion for customers, skills for customer advocacy, customer obsession
- Attention to detail, ability to multi-task and prioritize well in a fast-paced, dynamic work environment
- Strong communication skills and high degree of personal excellence
- Consumer financial services products, consumer products experience desired
- Bonus: Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
- Team player and individual contributor
- High personal integrity, high energy, excellent teaming
- Sense of humor and sense of adventure - desire to change the status quo and execute a vision
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