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Account Support Operations Specialist

Gabi

Gabi

Customer Service, Operations
Sofia, Bulgaria
Posted on Monday, July 8, 2024

Company Description

Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life's big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

We gather, analyze and process data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish – and we're not done.

Our 22 000 people in 32 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow.

Job Description

The Account Support Operations Specialist will carry out various tasks to ensure maximum revenue is returned from existing and new clients bases whilst adhering to strict compliance rules. We support the Sales team with various administrative activities. We are the link between various functions, and we are helping with process mapping, triaging urgent queries and maintaining guidance materials for our stakeholders.

What you'll be doing:

  • Liaise and maintain communication channels with Sales, Support, Finance and other commercial management teams regarding process improvements and ad-hoc queries.
  • Handle all queries sent into the business operations helpdesk within agreed timescales, prioritising urgent issues
  • Review all new clients/accounts to ensure they cover the minimum requirement
  • Performing all the relevant onboarding checks for opening new accounts
  • Checking account opening documentation is complete and quality checking
  • Requesting that the customer is set up to access the relevant products
  • Investigating challenges raised internally and by the client relating to billing and transactions
  • Fixing the root cause of billing queries
  • Providing Usage reports in timely and accurate manner
  • Analysing and interpreting requirements to ensure correct actions are met
  • Liaising with colleagues in Sales team, Service and Billing and other stakeholders around Experian
  • Providing high level training to new or less experienced colleagues
  • Support team members in resolving queries
  • Be a “go to person” in case of a query
  • Process Improvement Focus – update process map, identify process gaps

Qualifications

What you'll bring:

  • Business or numerical degree
  • 1-2 years of previous experience on similar role
  • Competent in Microsoft Office Suite; intermediate-level Excel skills
  • Good communication skills; verbal and writing
  • Excellent organisational and collaboration skills
  • Detail oriented and problem-solving abilities
  • Good time management and multitasking skills
  • Prior Experience with SaaS & 'Salesforce.com' platform
  • Excellent verbal and written English.

Additional Information

Why Us?

No one makes sense of data like Experian. We are on a mission to deliver the full power of data, analytics and technology in ways that transform lives. As a team, we're committed to working together. So, we work in an inclusive environment that welcomes people with lots of different perspectives. We put people first and care about work that works.

We like to strike a balance between how much time we spend on work and how much we keep for ourselves. After all, we've all got commitments and interests outside the office. So, talk to us about how you'd best like to work with us. We're flexible and interested in helping you to get the best out of working with us.

What you will get:

  • Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
  • Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many more!
  • Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.
  • Opportunity for flexible working hours and home office.
  • Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials & books.

Our Social Benefits Package - the way we care for our People

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here