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
- 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
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.
