**Job description** **Position purpose:** Contribute to strengthening the customer experience through specialized second-level support in the operations area. The incumbent will be responsible for managing, analyzing, and resolving access-related requests, ensuring agile, accurate responses aligned with the organization's defined quality standards. This role is key to ensuring operational continuity, internal customer satisfaction, and compliance with service level agreements (SLAs). * Ensure the quality and accuracy of information provided by subscribers through controls that enable the detection of risk points. * Ensure processing and handling of requests in accordance with the company’s established policies. * Optimize productivity and processing times. * Identify improvement opportunities for each assigned process. * Demonstrate excellent teamwork skills and ability to collaborate with others. * Possess effective communication skills across different areas and levels within the organization. * Availability as required. **Deliverables:** 1\. Access request management 2\. Proper tracking and resolution of escalated cases. 3\. Detailed and accurate documentation of each handled case. 4\. Case analysis and continuous improvement 5\. Compliance with delivery timelines and quality standards 6\. Customer service with added value **Position responsibilities:** 1\. Handle, validate, and execute access requests for applications and platforms according to security and compliance protocols. 2\. Ensure timely, accurate responses in compliance with SLAs for all managed requests, minimizing rework and ensuring customer satisfaction. 3\. Provide analytical, empathetic, and solution-oriented support, adding value to every request. 4\. Propose and implement initiatives for process improvement, automation, or digitization, including corrective and preventive action plans to optimize operational efficiency. 5\. Develop and update operational manuals, procedures, and user guides, promoting standardization and continuous process improvement. 6\. Ensure all operational actions comply with current information security policies and internal regulations. 7\. Conduct root cause analysis for recurring issues, proposing definitive and preventive solutions. About Experian Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Experience and Skills **Education:** * Professional/Technical degree or technologist in administrative fields. **Experience**: * 2 years of experience in customer service, information analysis, and database management. **Required technical knowledge:** * Database management, CRM (Salesforce) • Excel • PowerPoint * Proficiency in information analysis * Customer service * Office * Bizagi (process management applications), portal applications, other product or service applications.. Additional Information Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward \& recognition, volunteering... the list goes on. Experian's people first approach is award\-winning; World's Best Workplaces™ 2024 (Fortune Top 25\), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Experian Careers \- Creating a better tomorrow together