Customer Contact Center Assistant II

Relx • Alpharetta, GA

281d

About The Position

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.

Requirements

• 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.

Responsibilities

• 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 reports.
• 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.

What This Job Offers

• Job Type: Full-time
• Industry: Management of Companies and Enterprises
• Education Level: High school or GED