Customer Support Specialist II

Summary

Join Experian's growing Call Center in Costa Rica as a Customer Care Specialist! In this role, you will handle inbound calls, address consumer inquiries and disputes, and ensure customer satisfaction. You will interpret reports, assist with fraud alerts, and process credit and score reports. The position requires excellent communication skills and experience in inbound call handling. Initially remote, the role may transition to an office setting. Experian offers a comprehensive benefits package.

Requirements

• 1 year of Inbound call handling experience
• High School Diploma
• Excellent English written and oral communications skills
• Keep performance on a occupied environment (85%-90% Occupancy)
• Pays close attention to the small aspects of a task or situation
• Experience handling support requests from a variety of different channels
• Arrange and manage tasks, time, and resources
• Interpret information to understand complex problems or situations
• Problem-solving skills
• PC/internet skill's to make fast and accurate decisions
• To make fast and accurate decisions
• Short-term visual memory
• Will pass our Employee Background Screen which will include criminal background check, previous employment, and education verification
• Will clear our pre-employment screening

Responsibilities

• Receive inbound calls handling for our different lines of business
• Performs a variety of activities to ensure consumer satisfaction, including interpreting reports, responding to general inquiries, assisting with fraud alert requests, and processing credit and/or score reports
• Handles consumer issues. Interprets and analyzes consumers' written or verbal grievance or dispute. Determines the different types of issues contained in a dispute and potentially routes requests to specialized departments for advance handling
• Educates consumer on dispute management and offer options for immediate resolution
• Responsible for processing dispute requests that require direct contact to financial institutions for additional investigation, obtaining proof to validate consumers' requests/concerns
• Maintains the integrity of the database by ensuring data quality and accuracy
• Responsible of process all requests following the guidelines established by the Fair Credit Reporting Act and all appropriate state and country credit regulations

Benefits

• 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