Client Support Representative

The Customer Support Representative will join the Data Management Team, supporting data contribution to Experian’s consumer credit database (File OneTM) and partnering with our Sales team. You will be multi-functional, client-facing, supporting Experian’s data gathering initiatives, and adhering to our data quality retention requirements. You will interact with prospective data furnishers and will be responsible for onboarding new data furnishers, guiding them through the initial reporting stages, assisting with Metric Report concerns, and assisting data furnishers who trigger Experian’s data furnisher monitoring activities to maintain accuracy of reported data.

This individual could be a data furnisher/client’s first interaction with contributing data to Experian. Therefore, they must embody Experian’s key principles and incorporate the ability to communicate our requirements, regulatory, consumer transparency, and industry benefits, to promote high data reporting accuracy and integrity standards. This is a high-impact position with plenty of growth opportunities for the right qualified candidate.

Key Responsibilities 

• Build and maintain strong relationships with clients by striving to provide the highest level of customer service
• Review and verify the accuracy of all required documents, and work with prospective data furnishers to perform all required tasks for onboarding
• Work collaboratively with internal teams that manage the end-to-end onboarding process for new data furnishers to meet SLA’s and data quality expectations
• Act as primary point of contact for our clients, fielding support calls and emails directly from data furnishers and internal personnel to assist with new account management and ongoing quality monitoring
• Partner with sales teams and subject matter experts and lead meetings with clients to facilitate onboarding discussions and educate on data reporting procedures as needed
• Participate in scrum meetings to review escalations, priority cases, and any blockers that limit the ability to perform assigned duties  
• Escalate appropriate items to senior team members while owning the overall client resolution  
• Support outreach for data furnishers that trigger data monitoring activities and escalations

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

• Successful track record in a client-facing role Ability to work independently and as part of a team, and thrive in a fast-paced environment
• Displays collaborative customer service and/or relationship-building expertise
• Capable of reading audiences and modifying talk tracks, as necessary, to relay technical information to a non-technical audience and overcome data reporting objections
• Demonstrates creative and analytical problem-solving skills, with the ability to identify and address client issues effectively
• Excellent organizational skills, with the ability to manage multiple client accounts and projects simultaneously
• Self-starter and eager to take on challenging projects; proactively takes initiative and is comfortable asking questions when necessary
• Shows sound judgment and critical thinking on highly sensitive assignments, while conducting themselves with the highest level of integrity
• Strong English written and oral communication skills with keen attention to detail
• Preferred knowledge/experience: SQL language and concepts of database structures
• Process management and project tracking skills API technology, data aggregation, and data ingestion methods Credit Reporting Resource Guide®/Metro 2® reporting
• Familiarity with CRM software and other tools used to manage client relationships
• Previous sales, sales support, and/or Experian's Credit Services experience is desirable

This is a permanent remote home-based role in Costa Rica. No relocation available.

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.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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