Provides general assistance and answers questions related to the consumer credit report, credit reporting laws and processes, and a wide variety of associated topics to promote Experian consumer satisfaction.
Ability to perform all functions of Consumer Services Associate I and :
Receives consumer requests for assistance, identifies support needed, and provides assistance or forwards request to appropriate functional area for handling.
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 escalated consumer issues. Interprets and analyzes consumers’ written or verbal grievance or dispute. Determines the different types of issues contained in dispute and forwards those requiring handling in different departments to appropriate personnel.
Educates consumer on dispute management and offer options for immediate resolution.
Identifies and investigates dispute issues. Contacts original credit grantor to obtain appropriate dispute information.
Inputs information into database system.
Maintains the integrity of the database by ensuring data quality and accuracy.
High School diploma (Required)
1-2 years of Call Center Experience (Required)
Excellent English communication skills (Required)
Good knowledge of Experian products and services
Good knowledge of web-based systems
Good PC and mainframe computer skills
Good customer service skills, including telephone etiquette
Good problem solving and analytical skills
Good knowledge of federal and state regulations on credit reporting
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.