Key Responsibilities
The Consumer Services Agent plays a crucial role within the Consumer Operations team, part of the broader Operations Business Unit. This individual will serve as the first point of contact for consumer inquiries, supporting consumers across Australia and New Zealand via phone and email.
This role is ideal for someone who excels in a fast-paced environment and building strong relationships with both internal and external stakeholders.
The successful candidate will have a background in the Customer Service Industry, either face-to-face or over the phone, and be interested in expanding their Customer Experience skill set.
Key Skills and Qualifications
* 1+ years of experience with privacy legislation and industry regulations, with the ability to educate consumers on these topics (desired but not essential)
* Experience in performing various administrative tasks, including processing consumer report requests, amendments, and collaborating with third-party agencies
What You'll Be Doing
* Manage Consumer Enquiries: Handle day-to-day case and call management for consumer enquiries, providing accurate information and solutions while working towards first-time resolution
* Educate Consumers: Educate consumers on relevant legislation, Bureau updates, and regulations, ensuring they understand their credit reports and related processes
* Support Stakeholders: Provide support and assistance to internal and external stakeholders, maintaining strong relationships and delivering exceptional service
* Administrative Tasks: Perform various administrative tasks, including processing consumer report requests, amendments, liaising with third-party agencies, and maintaining accurate records
Benefits and Perks
* Flexible working environment, hybrid model
* Flexible time off including volunteer time off, personal leaves, and paid holidays
The Confidentiality, Integrity, and Availability of Experian's Data and the Data our clients have entrusted to Experian are of critical importance. Security will be an integral part of every position at Experian.