Company Description
Experian is a global data and technology company that empowers people and businesses around the world. We help redefine lending practices, detect and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper market insights in the automotive sector, all using our unique combination of data, analytics, and software. We also help millions of people reach their financial goals and help them save time and money.
We operate in a variety of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many other industrial segments.
We invest in people and cutting-edge technologies to unlock the power of data. As a FTSE 100 company, listed on the London Stock Exchange (EXPN), we have a team of 22,500 people in 32 countries. Our corporate headquarters is in Dublin, Ireland. Find out more at experianplc.com.
Job Description
Purpose of the Role
- Manage training request cases from SME Segment clients using the tools available on the portal for consumption of line and batch products and self-management options (training center, virtual office, and user self-management).
- Manage SME entity databases in specific campaigns to identify client needs and escalations to resolve them.
- Train the entities escalated via Bizagi for this purpose, on line and batch products and on the Portal (self-management module and virtual office).
- Support the delivery management of products purchased by core clients, in batch, upselling, and retention when operations require it.
- Support the delivery management of plans for clients linked to Datacrédito when operations require it.
Deliverables
- Record and support the management carried out with each client in the assigned database, in Salesforce and Bizagi.
- Escalations of cases in Bizagi according to the need identified with the client.
- Management and classification of the delivered database.
Job Responsibilities
- Manage cases received through Bizagi within the established SLAs, properly analyze each request, and schedule entities into the training sessions appropriate to resolve their need.
- Train entities (after reviewing their need and scheduling), providing complete information with the goal of resolving client questions and increasing their consumption.
- As operations require, support the delivery of the plan to clients who join Datacrédito and guide them on the proper use of their products.
- As operations require, support delivery to clients with deeper engagement in Batch, upselling, and retention within the established SLAs, ensuring understanding of the plan or product acquired.
- Make the necessary escalations to ensure quality in service delivery.
- Report nonconformities and non-compliance with the commercial and operational process after analyzing the situation, using the available applications.
- Keep records and support documentation of the management carried out with clients in the assigned database.
- Deliver the managed database within the defined timeframes.
- Follow up on the resolution of reported inconsistencies.
- Ensure management effectiveness by following up with entities that cannot be contacted to schedule requested training or have not attended scheduled sessions.
Qualifications
- Technical or professional education in administrative fields.
- At least one year in service and/or training areas, preferably in financial sector entities. Required technical skills: office tools, CRM, Teams.
- Problem-solving, analysis, customer service, assertive communication, teamwork, adaptability to change, fast learning, self-training skills, following instructions.
Additional Information
Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, commitment, collaboration, wellbeing, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work For, and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Check out Experian Life on social media or our careers site to understand why.
Experian is proud to be an equal opportunities and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole self to work regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know as early as possible.
Experian Careers - Creating a better tomorrow together
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