Analyst - Customer Service Operations

About the Company

Experian is a global leader in data and technology, enabling opportunities worldwide across sectors like financial services, healthcare, automotive, agribusiness, and insurance. With a workforce of 25,200 across 32 countries, Observed for investing in advanced technologies and people.

Role Overview

This position, reporting to the Team Lead of Data Correction/Customer Operations, involves accurate, secure, and compliant handling of customer data correction requests spanning KYC updates, profile, and demographic changes. The role is essential for safeguarding data integrity, minimizing customer complaints, and maintaining audit readiness under regulatory and internal governance.

Core Responsibilities

• Manage complete processing of customer data amendment requests ensuring all updates are validated against required documents and accurately applied across internal systems.
• Comply rigorously with regulatory standards such as RBI, KYC, AML, adhering to internal SOPs, and perform maker-checker verification to eliminate errors.
• Maintain comprehensive audit trails and ensure data modification requests are properly authorized and safeguarded from fraudulent attempts.
• Meet turnaround time targets by processing requests within SLAs, monitoring pending cases, and escalating issues proactively.
• Maintain exceptional first-time accuracy to reduce rework and prevent escalation.
• Participate in quality assurance audits, identify repeated errors, and suggest process improvements to enhance accuracy and efficiency.
• Coordinate effectively with customer support, compliance teams, branches, and grievance cells to resolve data-related complaints and investigate escalations involving incorrect data updates.
• Manage documentation and system records within workflow tools and internal platforms, ensuring they are up-to-date and compliant with regulatory standards.
• Support system upgrades or migrations related to customer data management.
• Identify and recommend enhancements to processes, workflows, and SOPs to improve efficiency, accuracy, and reduce turnaround times, including suggesting automation possibilities.

Desired Skills and Competencies

• Meticulous attention to detail and a strong adherence to achieving zero errors.
• Familiarity with KYC, AML, and customer data compliance frameworks.
• Strong process orientation and compliance with SOPs and risk controls.
• Analytical mindset to detect discrepancies and potential risks.
• Ability to handle sensitive customer information with utmost integrity and confidentiality.
• Effective written and verbal communication skills.

Experience and Educational Qualifications

• 2 to 5 years of relevant experience in operations, data management, KYC, or customer service, preferably within BFSI, fintech, or regulated industries.
• A graduate degree in any discipline is required; preference given to Commerce or Finance backgrounds.

Additional Information

Experian values individuality and fosters a culture of inclusivity and purpose, recognized as one of the World's Best Workplaces™ in 2025 and Great Place to Work™ across 26 countries. The company is an Equal Opportunity and Affirmative Action employer. Candidates needing accommodations due to disabilities or special requirements are encouraged to inform early for support.