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Customer Support Specialist

Responsibilities

  • Manage external customer support inquiries related to (Fair Credit Reporting Act) FCRA, ensuring timely and accurate responses.
  • Provide accurate information and guidance to consumers regarding their rights and responsibilities under FCRA.
  • Process FCRA requests submitted by consumers within specified timeframes as regulated by federal law, including Freeze/Unfreeze, Data Disclosure, Active duty alert placement/removal, VOI/VOE report dispute, and ID Theft alert placement/removal.
  • Maintain accurate records of all consumer interactions in compliance with FCRA regulations.
  • Independently resolve inbound PAYG/Self-Serve tickets in Zendesk Support via phone, email, and live chat, aiming to solve 30-40 daily tickets while meeting SLAs.
  • Escalate issues to the appropriate teams for resolution when necessary.
  • Communicate effectively with internal teams and customers, ensuring all necessary information is gathered to support platform users.
  • Achieve a customer satisfaction (CSAT) rating of 87% or higher.

Qualifications

  • Strong understanding of FCRA regulations and compliance requirements.
  • Clear and coherent in both written and verbal communication skills with the ability to convey complex information clearly and effectively.
  • Attention to detail and ability to maintain accurate records in a fast-paced environment.
  • Proficiency in using communication and collaboration tools such as email, Slack, and project management and CRM software (Zendesk, Jira, Confluence).
  • Ability to handle time-sensitive inquiries with urgency and efficiency to meet regulatory requirements and maintain consumer satisfaction.

Screening Criteria

  • MUST HAVE STABLE EMPLOYMENT HISTORY.
Job Location: Site Only

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