Company Description
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 name in the top 100 “World’s Most Innovative Companies” by Forbes Magazine.
This position will be supporting the Experian Consumer Services (ECS) - 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.
Job Description
You will partner with the Senior Customer Service Manager 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.
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
- Disputes and escalations manager for best-in-class customer service and operations team for Experian Smart Money, our award winning credit building checking account and debit program from Experian Consumer Services
- Key problem solver, troubleshooter in real time to support high priority customer experience, business and service goals
- Act as an advocate for the customer on important and urgent issues
- Continuously delivering business and operational value, involving different stakeholders and 3rd party vendors when required
- Work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery
Qualifications
- Progressive experience with a results-oriented growth company, in consumer financial services products
- 5+ years experience in high-performance customer service, ops, service delivery with disputes and escalations management
- Experience and understanding of Reg E required
- 2+ years in consumer-focused roles, financial services or tech/startups
- Passion for customers, skills for customer advocacy, customer obsession
- Organized, articulate operator with great 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
- Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
- Manager, team player and individual contributor -- clutch player to resolve high priority customer issues
- High personal integrity, high energy, collaborative
- Sense of humor and sense of adventure – desire to change the status quo and execute a vision
Additional Information
Our benefits include: Medical, Life and Dental Insurance, 401K Matching, 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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