Customer support Specialist II

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 among 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.

Description

Do you enjoy helping others and solving problems? Are you someone who excels in a environment where empathy, experience providing detailed troubleshooting and resolutions matter? If so, we'd love to connect with you.

Experian is expanding our Customer Care team in Costa Rica, and we're looking for collaborative, customer-focused individuals to join us as Customer Care Specialists II. You'll play an important part in supporting consumers, resolving inquiries and disputes, and delivering a positive, respectful experience with every interaction. You'll report to the Supervisor, Customer Care.

• Handle inbound calls across multiple lines of business, assisting with credit reports, fraud alerts, and general inquiries.
• Analyze written and verbal consumer disputes, determining appropriate resolution paths.
• Process dispute requests, including contacting financial institutions for documentation and validation.
• Educate consumers on dispute management and credit correction procedures.
• Ensure all actions comply with FCRA and state and country regulations.
• Maintain accurate records and uphold data quality standards in all systems.

• Experience: Minimum 1 year of inbound call handling experience.
• Education: High school diploma required.
• Skills:
  • Experience interpreting and responding to customer requests.
  • Experience documenting customer issues in detail
  • Short-term memory retention.
  • Experience handling support requests from a variety of different channels (85%-90%).
  • Proficient in PC and internet-based tools for quick decision-making.

• Must pass background checks, employment and education verification, and pre-employment screening.