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- Remote Customer Service
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- Senior Manager Consumer Insights
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Senior Customer Service Manager, Experian Consumer Services (Us Remote)
Company | Experian |
Address | Costa Mesa, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Information Services |
Expires | 2023-07-30 |
Posted at | 10 months ago |
Company Description
- Act as an advocate for the customer – communicate and partner with internal stakeholders (marketing, ops, compliance, legal, business leaders) to improve the CS experience/service CX
- Develop and optimize operational requirements, processes and procedures
- Work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery
- Focus on continuously delivering business and operational value, involving different stakeholders and 3rd party vendors when required
- Unlock the data assets of customer service and systems (e.g., CRM tools) and transform into usable, impactful insights for product improvements/roadmap and feedback to the business
- Develop and execute short, medium and long-term strategies for service
- Assess, problem solve and troubleshoot in real time to support business and service goals
- Lead and manage best in class customer service function and CS delivery team
- Own CS/Service CX as a key element of the differentiating product/service experience for consumers and marketing/reputation
- Create a seamless customer experience for existing and new products and services
- Drive efficient, cost effective, multi-channel service delivery and manage to service budget
- Track, trend, analyze and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
- 10+ years experience in high-performance customer service, ops, service delivery
- Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
- 3+ years in consumer-focused roles, financial services or tech/startups
- Leader, team player and individual contributor
- Progressive experience with a results-oriented growth company, in consumer financial services products
- World class operator with superior attention-to-detail, ability to multi-task and prioritize well in a fast paced, dynamic work environment
- High personal integrity, high energy, inspires others
- Passion for customers, skills for customer advocacy, customer obsession
- Strong communication skills and high degree of personal excellence
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