Customer Contact Center Assistant II
Human API
Role Overview:
This role is part of our Consumer Operations, dedicated to addressing inquiries from consumers seeking information. LexisNexis supplies public records to companies to aid in risk mitigation. Inquiries may originate from internal support queues, inbound phone calls, emails, or written correspondence.
Accountabilities:
Process consumer-initiated activities, including consumer disputes, front-end cases such as consumer reports, security freezes/lifts, fraud alerts, opt-outs, and email support queues.
Review claims and analyze if disputes should be handled internally or sent externally to Fair Information Practice (FIP), Credit Bureau, or internal colleagues.
Utilize databases to enter disputes and Personal Identifiable Information (PII) and ensure timely completion of disputes meeting or exceeding the SLA set forth by FTC/FCRA.
Transcribe consumer data from electronic and paper requests and inbound phone calls from customers into the appropriate database/support tool.
Search consumer profiles and initiate disputes based on details found on consumer reports5.
Review reports for accuracy and correct disclosure, making final decisions on which reports are sent to consumers.
Follow strict guidelines and SOP regarding various processes.
Qualifications:
High School Diploma required; College Degree preferred.
2 years' experience preferred.
Proficient knowledge of computer-based software such as Windows, Internet Explorer, Microsoft Office, and Microsoft Excel.
Proficient oral and written communication skills.
Required Skills:
Customer Service Skills: Ability to handle consumer inquiries and complaints effectively, ensuring customer satisfaction and maintaining a positive relationship with consumers.
Problem-Solving: Strong problem-solving skills to analyze disputes and determine the best course of action.
Communication Skills: Excellent oral and written communication skills to interact with consumers and colleagues.
Attention to Detail: Meticulous attention to detail to ensure accuracy in consumer data and reports.
At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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