Job Description

JOB DESCRIPTION | CLIENT SUPPORT ANALYST – EMPLOYER SERVICES

As the world of work evolves, human capital management must keep pace.  Employers have been seeking scalable, client-focused alternatives.  In response, Experian has brought together the industry’s leading experts to offer the best of the best– a suite of specialized solutions delivering unmatched service, trusted experience, and client-inspired innovation.  We are keeping the focus ad flexibility employers value in boutique providers and adding the resources and security of Experian.

We would love you to join us at Experian in helping us to shape the future of employer services for Human Resources compliance and outsourcing.  We are seeking a Client Support Analyst on our EForms Team.  You will be the client’s direct link to CIC Plus, its solutions and technology where you will

provide direct support to our clients as their employees submit I-9s, withholding and onboarding

forms.. You’ll help shape a new business at Experian and help to drive market penetration of new and existing product lines in this space.

We seek a candidate eager to join a start-up atmosphere, someone who is able to adapt readily, instill confidence in internal and external partners and drive results. Comfort with ambiguity and a high aptitude for adaptability are necessary.

As the ideal candidate, you’ll need to be able to quickly prioritize opportunities and have a strong drive for accomplishment. You must be comfortable with shifting priorities and be a world class problem solver, working across functional units to ensure success. Strong written and verbal communication skills, and ability to convey ideas and information through slides, as well as verbal and written materials is required. You must also demonstrate an ability to manage a variety of tasks within a fast-paced, collaborative environment, and be solution-oriented while keeping tasks prioritized.  The ability to raise issues before they turn into problems is critical.  Strong organization, time management, problem solving, and communication skills are essential.  The ideal candidate also brings creative and strategic solutions to the table to help solve complex problems and is someone who acts as a change agent to evolve processes and challenge current thinking.

A SUCCESSFUL CANDIDATE IS:

• COLLABORATIVE – strong partnering skills including with fellow team members, peers and key stake holders; able to build relationships & connect ideas across internal and external opportunities
• CREATIVE AND CURIOUS – willing to take risks, challenge traditional approaches, inquisitive with a penchant for seeking new opportunities
• DETERMINED AND DISCIPLINED – achievement oriented; optimistic about what can be; persistent, resilient to setbacks, seeks high levels of activity, fast-paced environment; demonstrates a fierce commitment to challenging status quo, a strong bias for action

WHAT YOU’LL BE DOING:

·Be a Subject Matter Expert on CIC Plus’s software

·Answer day to day operational questions from client contacts as they and their employees navigate CIC Plus’s platform

·Assist clients with loading their employee data to CIC Plus for form presentation

·Train and assist clients with understanding the CIC Plus system capabilities and reports available to them

·Respond to client support tickets and manage the escalation of cases

·Provide timely and accurate answers to client questions

·Work with our team of developers to manage custom projects

·Communicate to management clients’ needs and feedback

·Join forces with other team members to create How-to and FAQs for internal and

external use (knowledge base)

Qualifications

WHAT YOUR BACKGROUND LOOKS LIKE:

·Manage time and resources and weigh priorities against the needs of multiple clients

·Remain flexible and be comfortable with ambiguity within a very demanding, constantly changing environment.

·Organized and flexible within a high-paced and changing environment

·Must be able to work in teams on large projects and communicate effectively with others

·Exhibit exceptional follow-up skills

·Possess strong problem-solving and analytical skills

·Ability to concentrate and pay close attention to detail

·Outstanding client service skills

·Excellent verbal and written communication skills

·Apply product and service knowledge to resolve client issues

·Succeed at working within a team or alone

·Ability to maintain a strong business relationship with clients

·Think outside the box to find a creative solution to a problem

·Disposition towards proactively identifying client opportunities and risks

·Proficient in MS Office Suite

·Knowledge of human capital management systems and/or HR/Payroll/Tax related product offerings a plus

Additional Information

PERKS

• 15 days of vacation accrual annually, five sick days and two volunteer days (plus twelve paid holidays). 
• Competitive pay and comprehensive benefits package, with a bonus target of 10%. 
• Flexible work schedule and relaxed dress code.
• Employee stock purchase program and 401K matching.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe.  See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

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