Customer Experience Analyst for Financial Services

hace 1 día


San Francisco, Heredia, Costa Rica Experian A tiempo completo
About Experian

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.

Job Description

You will partner with our leadership team to create a customer service experience for new products in the financial services industry, focusing on operational excellence, CX, regulatory compliance, and innovative customer service.

This position will be supporting Experian Consumer Services - a passionate and innovative team with a mission to provide Financial Power to All.

We offer credit education and identity protection solutions to consumers and help businesses manage the impact of a data breach.

Key Responsibilities
  • 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
  • Troubleshoot in real-time to support business and service goals
  • Efficiently deliver multi-channel services and manage to service budget
  • Advocate for customers - communicate and partner with internal stakeholders to improve the CS experience/service CX
  • Seamlessly deliver customer experiences for existing and new products and services
  • Drive improvements through issue handling and call listening and monitoring
  • Owning CS/Service CX as a key element of differentiating product/service experiences for consumers and marketing/reputation
Requirements
  • 3+ years of 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
Estimated Salary

$85,000 - $115,000 per year, depending on experience.

About Our Culture

We value diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on.

We take our people's agenda very seriously. We focus on what truly matters.



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