TL;DR
Customer Support Specialist II (Customer Service): Assisting consumers with credit reports, fraud alerts, and inquiries with an accent on resolving complex disputes and ensuring regulatory compliance. Focus on analyzing dispute documentation, maintaining accurate records, and delivering respectful, detailed customer resolutions.
Location: Heredia, Costa Rica. Hybrid role, currently remote with a planned transition to the office at Centro Corporativo El Cafetal II.
Company
Experian is a global information services company that unlocks the power of data to create opportunities for consumers and businesses.
What you will do
- Handle inbound calls regarding credit reports, fraud alerts, and general inquiries.
- Analyze written and verbal consumer disputes to determine resolution paths.
- Contact financial institutions to process and validate dispute documentation.
- Educate consumers on credit correction procedures and dispute management.
- Ensure compliance with FCRA, state, and country regulations.
- Maintain high data quality standards across all systems.
Requirements
- Must be based in or able to commute to Heredia, Costa Rica
- Minimum 1 year of inbound call handling experience.
- High school diploma.
- English proficiency required
- Proficiency in PC and internet-based tools for quick decision-making.
- Ability to pass background checks and pre-employment screening.
Culture & Benefits
- Medical, life, and dental insurance.
- Flexible work/work from home policies.
- Annual performance bonus and education reimbursement.
- Asociacion Solidarista and International Share Save Plan.
- Paid time off, family bonding, and bereavement leave.