Complaints & Fraud Case Handler

As a Case Handler, you will handle and resolve UKI complaints and Victims of Fraud (VOF) cases. Reporting into the Customer Relations department, you will be responsible for end-to-end handling case management and delivering performance and regulatory expectations, whilst providing excellent experiences and good outcomes for our customers.

• Manage and resolve complaint and VOF cases, keeping the relevant partners and customers/clients informed throughout the journey.

• Achieve set KPI's.

• Deliver a great customer experience by remaining curious about customer needs and trying your best to deliver great customer outcomes.

• Working with partners in service of providing efficient and good outcomes for our customers.

• Handle Executive Complaints/queries, and ensuring customer contact is maintained with agreed timelines.

• Responsible for always following Salesforce and Sherlock system principles.

• Report any potential business and regulatory concerns or potential breaches following company process.

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.

• Previous Customer Service Experience

• Effective communication across all contact mediums with empathy, authenticity, assertiveness, warmth, sincerity, knowledge, and accuracy.

• Manage own development to support multiple products and services.

• Ability to work in and enjoy a flexible, collaborative environment under limited supervision whilst maintaining exceptional standards.

• Ability to work to a high standard within remote environments (i.e. Homeworking) and across multiple contact channels.

• Understand your impact on others and can use this to demonstrate positive influential behaviours.

• Contribute to a culture that achieves goals, delights customers, and ensures customer advocacy is at the heart of everything we do.

Internal Grade - F

#LI-Hybrid

Benefits/Perks:

• Hybrid working after completion of training - 2 days per week office based (Wednesday & Thursday) - Nottingham based

• Great compensation package and discretionary bonus plan

• Core benefits include pension, bupa healthcare, sharesave scheme and more

• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important 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.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here