Customer experience - Lead

This role focuses on supporting re-credentialing program transformation in alignment with SLT strategic priorities. It aims to reduce revenue loss by enhancing customer contact data, streamlining our business processes and overall customer experiences. The position involves leading customer calls and providing white-glove service to non-strategic EFX customers. Additionally, the role includes identifying and implementing process improvements, thereby improving quality and reducing audits cycle time. As a re-credentialing lead, responsibilities include managing projects, implementing solutions, tracking metrics, reviewing dashboards, and identifying vulnerabilities to propose mitigation strategies.

What you’ll do

• Accelerate SLT strategic priorities for re-credentialing program transformation

• Accelerate AI integration into re-credentialing business processes

• Reduce revenue loss by improving customer contact data and overall customer experiences

• Lead customer calls and white glove services for non strategic EFX customers 

• Work independently and as part of a large team that is responsible for protecting Equifax by identifying and preventing fraudulent access to Equifax data. 

• Handle projects as assigned by the manager. 

• Implement solutions through the application of knowledge, skills, tools and techniques to project activities to meet or exceed customer needs.

• Maintain daily metrics to identify trends to take action regarding process efficiency

• Review metrics and dashboards to ensure SLA and other business standards are met

• Identify vulnerabilities and propose mitigation strategies through interaction with appropriate stakeholders.

What experience you need 

• Customer First mindset

• Bachelor's degree in related discipline or equivalent experience (High School Diploma required)

• 3 years experience in security or compliance

• Exceptional written and oral communication skills; foster positive business relationships

• Experience working in a heavily matrixed environment, partnering with various partners to accomplish objectives 

• Ability to establish milestones and keep all team members on task; strong project management skills

What could set you apart

• Must possess positive, and proactive attitude in all facets of work

• Experience working with cross-functional teams

• Ability to create structure in ambiguous situations and design effective processes and creatively solve problems

• Self-driven and proactive nature

• Can-do attitude

• Curiosity to learn and find resolutions

• Bias for action

Primary Location:

CRI-Heredia

Function:

Function - Security Governance and Compliance

Schedule:

Full time