LexisNexis Risk Solutions
Customer Support Executive
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Consumer Support Analyst – Cardiff (LexisNexis Risk Solutions)
Are you passionate about helping people and solving problems in a fast-paced, customer-focused environment? Do you enjoy working with data, processes, and people to deliver accurate, timely outcomes?
About the Business
At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk, and prevent money laundering and terrorist financing. Our aim is to facilitate safer financial transactions by helping clients assess and manage relationship risk. Cutting-edge technology and information solutions allow us to achieve these goals. Our proprietary big data platform supports local and global businesses in evaluating the risk associated with potential and existing customers. Worldwide risk data allows clients to flag and manage risks presented by individuals and businesses.
About Our Team
Our Cardiff-based team provides consumer support for Crediva, Consumer Rights, and UK Insurance. As the first point of contact for our customers, we play a critical role in creating a positive first impression. We manage data queries and requests under GDPR, ensuring all queries are ticketed, investigated, and escalated as needed. Our team coordinates with multiple key stakeholders daily, driving change and enhancing our ways of working.
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About the Role
As a Consumer Support Analyst, you will be the first point of contact for consumers, providing support, understanding their concerns, and ensuring issues are resolved effectively. You will manage case processes from start to finish, working within defined service levels and collaborating with colleagues to deliver a high-quality service. This role focuses on accuracy, organisation, and delivering clear, professional communication.
Responsibilities
- Managing the logging, tracking, and progress of internal and external cases within relevant SLA’s and KPI’s
- Creating, maintaining, and updating appropriate internal documentation
- Ensuring tickets are worked through to a satisfactory conclusion and within SLA
- Tracking and responding to consumer rights-related requests within specific SLAs
- Subject Access Requests
- Investigating and resolving data enquiries
- Applying Notice of Corrections
- Providing timely, accurate, and effective communications around Service Operation issues to the business as well as colleagues
- Performing any other tasks assigned
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Requirements
- Strong customer service and administrative skills and a passion for developing and maintaining relationships
- Experience working in a KPI/SLA-driven environment
- Familiarity with a regulated services industry
- Ability to work independently and in a team environment
- Experience with MS Windows operating systems and office applications
- Understanding of GDPR requirements
- Ability to understand consumer needs and ask effective questions
- Strong attention to detail and excellent written communication skills
Learn more about the LexisNexis Risk team and how we work
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