Experian Ventures powers global opportunities while creating new value with data and analytics. We look for firms who will deliver the solutions of tomorrow to simplify credit and lending, reduce complexity in specialized verticals, automate and secure...
About the role
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Deliver a consistent, fair, and high-quality customer experience across all complaint and escalation channels
- Identify recurring customer pain points, service gaps, and operational issues impacting customer experience
- Support service recovery efforts through balanced and customer-focused resolutions
- Contribute to initiatives aimed at improving complaint handling quality and customer satisfaction
More about this role
Role Overview
- Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels.
- Handle complaints received through Customer Service, Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), Internal Ombudsman, RBI CMS/Ombudsman, and Executive Escalation channels.
- Conduct detailed investigations by reviewing customer interactions, transaction details, operational processes, and supporting records.
- Assess complaints for severity, customer impact, and regulatory implications, and facilitate escalation where required.
- Ensure clear, accurate, professional, and customer-centric communication throughout the complaint lifecycle.
- Support the Internal Ombudsman review process by collating case facts, investigation findings, complaint chronology, and supporting documentation.
- Coordinate with business and support functions to obtain clarifications and evidence required for complaint review.
- Track and monitor implementation of observations and recommendations arising from Internal Ombudsman reviews.
- Maintain records of cases reviewed by the Internal Ombudsman and support governance requirements.
- Assist in ensuring fair customer...
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