Job Description

The Client Support Analyst (CSA) is a client-facing, multi-functional role responsible for supporting one of Experian's highest-profile partners during time-sensitive and compliance-critical year-end operations. You will extend beyond basic support—it combines client relationship management, data oversight, project management, technical system fluency, and production accuracy. The CSA reports to the Director of Customer Success and works remotely.

What you'll do:

• Oversee end-to-end client case management, including tracking, prioritization, status communication, and documentation across multiple systems.
• Support year-end tax form processing by validating, formatting, QA'ing, and delivering files for W-2 GU, VI, PR, 1099 (M, R, NEC), and Canadian forms (T4, T4A, RL-1), while identifying and resolving file formatting issues.
• Serve as a primary client contact by participating in status meetings, leading calls, presenting updates, and providing high-touch communication and client-facing summaries.
• Use multiple systems and tools, including Salesforce (SFDC), Smartsheet, Excel, internal proprietary platforms, and shared team trackers to manage client deliverables and case activity.
• Troubleshoot production, data, and processing issues independently while collaborating with our teams and partners to provide a seamless, accurate, and error-free year-end experience.
• Support peak year-end processing demands from October through February, including extended hours, occasional evenings and weekends, and accelerated case turnaround expectations.

Qualifications

• 5+ years of experience working in Client Services
• Advanced skills in Customer Success metrics
• Experience working directly with enterprise-level clients or partners in regulated industries
• Experience with payroll in US and CAN tax forms (W2, 1099, PR, T4 RL1)
• Experience with tax year-end processing, data-heavy client services, client billing and contract review
• Experience leading training and presentations with clients
• Advanced Excel skills (can maintain complex spreadsheets), Salesforce, and Smartsheet knowledge

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose-driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Fully remote environment
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

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