Customer Support Specialist II - Remote Eligible

Customer Support Specialist II

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to Work for. In addition, for the last five years, we've been named among the 100 "World's Most Innovative Companies" by Forbes Magazine. Experian prioritizes our culture and looks to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.

Job Description

Do you enjoy helping others and solving problems? Are you someone who excels in an environment where empathy, experience providing detailed troubleshooting and resolutions matter? If so, we'd love to connect with you.

Experian is expanding our Customer Care team in Costa Rica, and we're looking for collaborative, customer-focused individuals to join us as Customer Care Specialists II. You'll play an important part in supporting consumers, resolving inquiries and disputes, and delivering a positive, respectful experience with every interaction. You'll report to the Supervisor, Customer Care.

What You'll Do:

• Handle inbound calls across multiple lines of business, assisting with credit reports, fraud alerts, and general inquiries.
• Analyze written and verbal consumer disputes, determining appropriate resolution paths.
• Process dispute requests, including contacting financial institutions for documentation and validation.
• Educate consumers on dispute management and credit correction procedures.
• Ensure all actions comply with FCRA and state and country regulations.
• Maintain accurate records and uphold data quality standards in all systems.

The hiring process, training, and employment will be handled remotely. This means if offered the position, you will begin working from home. However, please keep in mind that you will likely transition back to our office located at Centro Corporativo El Cafetal ll, Costa Rica.

Qualifications

How Your Background Is:

• Experience: Minimum 1 year of inbound call handling experience.
• Education: High school diploma required.
• Skills:
  • Experience interpreting and responding to customer requests.
  • Experience documenting customer issues in detail.
  • Short-term memory retention.
  • Experience handling support requests from a variety of different channels (85%–90%).
  • Proficient in PC and internet-based tools for quick decision-making.

Other Requirements:

• Must pass background checks, employment and education verification, and pre-employment screening.

Additional Information

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.

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 and 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, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.