About the business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

Main responsibilities

Execute strategic initiatives to ensure/improve support delivery

Execute cross vertical projects related to systems, migrations, and acquisitions.

Proactive Monitoring & Messaging - Influence access to real-time internal and external product/system/customer health monitoring and alerting system, prioritizing capability and roll out of customer-facing product health status (reduced escalations, AHT, deflecting volume).

Understand and document the technical requirements and implementation specifications for the client. Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.

2025 – Support the 5 to 6 Firco Continuity migration effort, ensure alignment with executive stakeholder team and agent engagement with customers when needed

Provide/deliver actionable insights back to business stakeholders

Provide status reports on clients, internal stakeholders and other contacts in the organization.

Support RPA/AI initiatives by providing feedback/submitting ideas through the ideation portal when recognizing opportunities for automation by removing manual work from support processes

Improve self-service capability, creating intelligent deflection of support tickets while also increasing customer success with an improved handle time and answer rate

Assist in the development of the knowledge base

Requirements

Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines.

Requires in-depth knowledge and experience

Contributes to process improvements

Uses best practices and knowledge of internal or external business issues to improve products or services.

Acts as a resource for colleagues with less experience.

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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