Complaints & Fraud Case Handler

As a Complaints & Fraud Case Handler at Experian, your primary responsibilities include managing and resolving complaints and Victims of Fraud (VOF) cases. This involves engaging with customers to understand their issues, keeping them informed throughout the resolution process, achieving set KPIs, and ensuring a high-quality customer experience through curiosity and care. Additionally, you will handle executive complaints and queries while adhering to the company's regulatory expectations.

To be considered for the Complaints & Fraud Case Handler role at Experian, you should have previous customer service experience, effective communication skills that encompass empathy and assertiveness, and the ability to work independently in a flexible environment. A good understanding of customer needs will be crucial, along with a willingness to continuously develop your skills across multiple products and services.

After completing your training, the Complaints & Fraud Case Handler position at Experian offers a hybrid work model, meaning you will be required to be in the Nottingham office two days a week—on Wednesdays and Thursdays. This flexibility allows you to balance remote work with in-person collaboration, enhancing teamwork while still enjoying the advantages of home working.

As a Complaints & Fraud Case Handler at Experian, you will be expected to meet certain Key Performance Indicators (KPIs) that reflect your effectiveness in managing cases and delivering customer satisfaction. These performance metrics are designed to ensure you are continuously engaging with customers, resolving issues efficiently, and contributing positively to the overall customer experience.

Experian is committed to developing its employees and will provide comprehensive training to help you excel as a Complaints & Fraud Case Handler. This training will cover company processes, relevant systems such as Salesforce and Sherlock, and best practices for customer engagement, ensuring you have the knowledge and skills needed for success in your role.

When answering this question, highlight specific experiences where you successfully resolved a customer complaint. Talk about the steps you took to understand the issue, how you maintained communication with the customer, and the outcome of the situation. Emphasize your empathy and commitment to delivering a positive customer experience.

Discuss your organizational skills and how you manage your time effectively. You might say something like, 'I prioritize tasks based on urgency and customer impact, ensuring that I address high-priority cases first while keeping all customers updated on their cases' progress.'

Effective communication is key in this role. You could mention using active listening, conveying information clearly and empathetically, and regularly following up with customers to keep them informed. It's essential to demonstrate your understanding of how important communication is to ensure a satisfactory resolution.

To address this question, share a specific example or a general approach where you calmly listen to the customer's concerns, acknowledge their feelings, and work towards a resolution. Show your ability to remain patient and composed under pressure while ensuring the customer feels heard and valued.

In your response, explain your familiarity with Salesforce, such as how you would use it to log interactions, track case progress, and manage customer information. Highlight how it helps you stay organized and ensures compliance with company processes.

Describe your personal motivation strategies, such as setting small goals or reminding yourself of past successes. You might say, 'I stay motivated by focusing on the end goal of providing a positive outcome for the customer, which drives me to persist even through difficult cases.'

Your answer should demonstrate your commitment to compliance and integrity. Explain that you would report the concern following the company's established protocols and make sure the right teams are informed to mitigate any issues.

In your answer, emphasize your growth mindset. Explain that you view feedback as an opportunity to improve your skills. You might say, 'I actively seek constructive feedback and reflect on it to enhance my approach and overall performance in case management.'

This is your chance to connect your personal values with Experian's mission. You might mention that you admire Experian's commitment to empowering people through data and technology and that you resonate with their focus on customer advocacy, diversity, and inclusion.

Highlight skills such as effective communication, problem-solving, and empathy. You might say, 'I believe effective communication is key, as it allows a case handler to understand the customer’s needs clearly and convey solutions in a way that instills confidence and trust.'