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Consumer Support Fulfillment Agent

Customer Service
196540 Requisition #
The Consumer Support Agent (CSA) will be responsible for the fulfilment consumer requests that are received via phone. The phone agent plays an integral role in ensuring consumer related communications are processed in a timely manner. The ideal candidate will possess a keen attention to detail and has the ability to juggle multiple priorities. The CSA agent adheres to Clarity Services Consumer Support Division Policy, procedures and accepted standards. Responsible for the documentation and fulfillment of consumer communications and requests received via mail, email, phone, and fax. Taking the proper action on a consumer’s request in accordance with the Fair Credit reporting Act (FRCA) and outlined policies. Other duties as assigned.

Areas of responsibility:
  • Knowledge of the Fair Credit Reporting Act in response to consumer requests
  • Processing a high volume of consumer requests received via phone
  • Handling significant volume of inbound and outbound consumer call requests
  • Follow up on consumer requests not immediately resolved
  • Document consumer interactions as outlined in standard procedures
  • Enhancing organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishment
  • Identify and alert leadership of trends on consumer calls/requests
  • Ensure individual key performance indicators are met 
  • Update job knowledge by participating in educational opportunities
  • Keeps equipment operational by following established procedures and reporting malfunctions
  • Other duties as assigned
  • Associates degree or equivalent professional work experience in credit bureau, consumer reporting, consumer/customer contact center, financial industry
  • 5-10 years of contact center experience
  • 3-5 years of case management experience
  • FCRA Certification through CDIA (must obtain within first 180 days of hire)
  • Strong interpersonal skills with a high ability to build relationships internally and externally with clients and consumers
  • Strong organizational and time management skills while juggling multiple priorities
  • Proficiency with Microsoft Office applications
  • Must be able to sit for extended periods of time
  • Must be able to lift up to 50 lbs
  • Spanish fluency is strongly preferred

Working for a leading FTSE 50 global information services company is just one of the rewards of joining Experian. Our benefits package is designed to reward contribution and loyalty and to attract the kind of talented individuals who have their pick of employers. That is why we offer a highly competitive package which comprises:
  • Competitive base salary
  • Aggressive bonus plan
  • Core benefits including: full medical, dental, vision, matching 401K and the opportunity to work with a global leader
Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 Index. Total revenue for the year ended March 31, 2019 was $4.8 billion. Experian employs over 17,000 people across 44 countries.

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EEO Including Disability/Veterans

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