EPS Client Support Specialist

As an EPS Client Support Specialist at Experian, your main responsibilities will include maintaining knowledge of client environments, facilitating product updates, and guiding clients through our extensive offerings. You'll be proactive in identifying cross-sell and up-sell opportunities while conducting meetings via phone and web tools. Customer engagement is key, so handling account needs and establishing strong relationships will be a significant part of your day-to-day activities.

To excel as an EPS Client Support Specialist at Experian, you’ll need a Bachelor's degree or equivalent experience, paired with three or more years of customer-facing or support experience. Familiarity with consumer credit reporting and a solid understanding of Salesforce.com CRM would be beneficial. Additionally, having the ability to work collaboratively in a team environment will contribute greatly to your success.

Experian prioritizes professional development for EPS Client Support Specialists by providing extensive training resources. You will receive thorough onboarding that equips you with knowledge about our products and services. Continuous training opportunities are available, which facilitate your growth within the company and can lead to various career paths in field sales and beyond.

The EPS Client Support Specialist role at Experian is a permanent hybrid position, allowing for a balance between in-office work and remote flexibility. This setup supports your work-life balance while ensuring that you remain integral to the team and connected with clients.

Experian has a vibrant and inclusive culture that values diversity and collaboration. As an EPS Client Support Specialist, you will find an environment that emphasizes wellness, work-life balance, and community engagement. Experian invests heavily in its employees, making it a supportive place for personal and professional growth.

In responding, focus on specific examples from your previous roles where you provided excellent customer support. Highlight how you handled difficult situations, resolved conflicts, and maintained strong client relationships. Use metrics or feedback to demonstrate your success in improving customer satisfaction.

When answering, illustrate your sales mentality. Discuss your approach to understanding client needs and how you use that information to propose relevant solutions or enhancements to existing services. Real-life examples of successful upselling will strengthen your response.

Outline your experience with digital communication tools, specifically mentioning CRM software like Salesforce. Discuss your organizational methods for tracking client interactions and following up on important updates. Stress the importance of clear and proactive communication for relationship building.

Explain your training style, focusing on clarity and patience. Talk about how you would assess a client’s familiarity with the services and tailor your training to their needs. Include strategies such as creating training materials, videos, or user guides to support their learning process.

Discuss the importance of regular check-ins, personalized communication, and demonstrating value. Share techniques you have used in the past to keep clients informed about new services and how you ensure they feel valued and invested in their experience with your company.

It's important to showcase your knowledge of the industry, including current trends and challenges. Express your awareness of how consumer credit reporting affects lending practices and briefly touch on how Experian fits into that landscape. Mention any specific experiences that relate to this knowledge.

When responding, emphasize your openness to feedback and your proactive approach to using it for improvement. Share a specific instance when you received criticism, how you responded professionally, and what actions you took to strengthen the working relationship thereafter.

Prepare a STAR (Situation, Task, Action, Result) response to communicate your problem-solving skills effectively. Share a real scenario showcasing your critical thinking and customer service skills that led to a positive outcome.

Reflect on what specifically attracts you to Experian, such as its culture, commitment to innovation, or growth prospects. Align your values and professional goals with those of the company to demonstrate a genuine interest in contributing positively to their mission.

Indicate your methods for prioritizing tasks, such as using organizational tools or techniques like the Eisenhower Box. Explain how you effectively manage time when balancing multiple client needs while ensuring high-quality support.