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Client Support Representative

hace 2 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**:
**Key Responsibilities**
- Build and maintain strong relationships with high-profile clients by striving to provide the highest level of customer service
- Work collaboratively with internal teams to manage the end-to-end onboarding process for new data furnishers to meet SLA’s and data quality expectations
- Partner with sales teams and lead meetings with clients to facilitate onboarding discussions and educate on data reporting procedures as needed
- Participate in scrum meetings to review escalations, priority cases, and any blockers that limit the ability to perform assigned duties
- Identify and implement methods to improve efficiency in onboarding, reporting quality and accuracy, as well as new furnisher retention
- Provide regular reports to senior management on the status of client support requests, using data-driven insights to inform decision-making and identify opportunities for improvements
- Escalate appropriate items to senior team members while owning the overall client resolution
- Proactively outreach and engage data furnishers triggering data monitoring activities and escalations
- Maintain a consistent growth mindset focused on improving existing processes minimizing manual intervention and improving client experience
- Work closely with data operations team(s) to ensure coverage of ongoing data furnisher activity up to, and including, assuming ongoing data monitoring functions, as necessary

**Qualifications**:
**Qualifications and Skills**
- Seasoned professional with a proven track record of success in a client-facing role, preferable with high-profile clients with a minimum of 5 years of experience
- Ability to work independently and as part of a team, and thrive in a fast-paced environment
- Displays exceptional collaborative customer service and/or relationship building expertise
- Capable of reading audiences and modifying talk tracks, as necessary, to relay technical information to a non-technical audience
- Demonstrates creative and analytical problem-solving skills, with the ability to identify and address client issues effectively
- Excellent organizational skills, with ability to manage multiple client accounts and projects simultaneously
- Self-starter and eager to take on challenging projects; proactively takes initiative and is comfortable asking questions when necessary
- Shows sound judgment and critical thinking on highly sensitive assignments, while conducting themselves with the highest level of integrity
- Strong English written and oral communication skills with keen attention to detail
- Preferred knowledge/experience:

- SQL language and concepts of database structures
- Tableau, Alteryx, and/or AWS services (Quicksight, Glue, etc.)
- API technology, data aggregation, and data ingestion methods
- Credit Reporting Resource Guide®/Metro 2® reporting
- Familiarity with CRM software and other tools used to manage client relationships
- Previous sales, sales support and/or Experian's Credit Services experience is desirable

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.

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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._