Pipeline for a Customer Service Analyst

at  EXPERIAN

ABOUT US, BUT WE’LL BE BRIEF

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. Experian prioritizes our culture and look 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.
We have 23,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

JOB DESCRIPTION

Job Description
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.
About us, but we’ll be brief
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.
This position will be supporting the Experian Consumer Services - a passionate and innovative team with 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.

What you’ll be doing

• Customer service analyst 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 from Experian Consumer Services
• 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

o Operational requirements, processes and procedures
o Troubleshooting in real time to support business and service goals
o Efficient, cost effective, multi-channel service delivery and manage to service budget
o Advocate for the customer – communicate and partner with internal stakeholders (marketing, ops, compliance, legal, business leaders) to improve the CS experience/service CX
o Seamless customer experience for existing and new products and services
o Driving improvements through issue handling and call listening and monitoring
o Own CS/Service CX as a key element of the differentiating product/service experience for consumers and marketing/reputation

Through quality assurance call monitoring drive continuous improvement to the customer experience.

• As required, work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery

QUALIFICATIONS

What your background looks like

• 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

QA Experience prefered

• Customer service analyst 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 from Experian Consumer Services
• Track, trend, analyze and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
• Assist in key CS operations and business delivery, including supportin