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. Also, for the last five years, we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine.

Job 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.

WHAT YOU'LL Do:

• 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.

The hiring process, training, and employment will be handled remotely. This means if offered the position, you will begin working from home. However, please keep in mind that you will likely transition back to our office located at Centro Corporativo El Cafetal ll, Costa Rica.

Qualifications

• Experience: Minimum 1 year of inbound call handling experience.
• Education: High school diploma required.
  • Skills:
    • Experience interpreting and responding to customer requests.
    • Good english communication skills
    • 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.
• Other Requirements:
  • Must pass background checks, employment and education verification, and pre-employment screening.

Additional Information

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. l your information will be kept confidential according to EEO guidelines.

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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