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Customer Service Manager

3 months ago

Costa Mesa, United States Experian Full time

Full-time

Employee Status: Regular

Role Type: Hybrid

Job Posting - Salary Range: $74,190 - $128,597

Department: Customer Service

Flexible Time Off: 15 Days

Schedule: Full Time

**Company Description**:
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 name in the top **100 “World’s Most Innovative Companies” by Forbes Magazine**.

This position will be supporting the Experian Consumer Services (ECS) - a passionate and innovative team with a mission to provide **Financial Power to All**. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.

You will partner with the leadership team to create a customer service experience for new products in the financial services industry, with a focus on operational excellence, CX, regulatory compliance and innovative customer service.

What you’ll be doing
- Lead and manage best in class customer service function and CS delivery team for Experian Smart Money, our award winning credit building checking account and debit program from Experian Consumer Services
- Track, trend, analyze and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
- Develop and optimize operational requirements, processes and procedures
- Reviewing and managing overall training process and documentation
- Assess, problem solve and troubleshoot in real time to support business and service goals
- Drive efficient, cost effective, multi-channel service delivery and manage to service budget
- 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 execute short, medium and long-term strategies for service
- Focus on continuously delivering business and operational value, involving different stakeholders and 3rd party vendors when required
- Work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery
- Create a seamless customer experience for existing and new products and services
- 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
- Own CS/Service CX as a key element of the differentiating product/service experience for consumers and marketing/reputation

**Qualifications**:

- Progressive experience with a results-oriented growth company, in consumer financial services products
- 7+ years experience in high-performance customer service, ops, service delivery
- 3+ years in consumer-focused roles, financial services or tech/startups
- Passion for customers, skills for customer advocacy, customer obsession
- World class operator with superior attention-to-detail, ability to multi-task and prioritize well in a fast paced, dynamic work environment
- Strong communication skills and high degree of personal excellence
- Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
- Leader, team player and individual contributor
- High personal integrity, high energy, inspires others
- Sense of humor and sense of adventure - desire to change the status quo and execute a vision

**Additional Information**:
**Culture at Experian**

**Our uniqueness is that we truly value yours.**

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on

**Perks**

All your information will be kept confidential according to EEO guidelines.
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _The Power of YOU_ and _and it reflects what we believe. See our DEI work in action

Experian Careers - Creating a better tomorrow together