Administrator III-Consumer Support Operations ZAMBIA

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

We aim high — and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, people, customers and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the customers we serve. We believe in the power to achieve and are taking it in bold new directions.

What You'll Bring:

• Diploma or Degree in Business, Customer Service, or related field.

• Minimum of 1–2 years’ experience in a customer service role.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Proficiency in MS Office and CRM systems.

• Ability to work under pressure and manage multiple tasks effectively

• Begins to develop an understanding of the technical aspects of products and services.  

• Must have thorough understanding of various equipment typically found in an office environment. 

• Must be able to complete assignments accurately and within the given deadlines.  

• Must be able to plan accordingly when deadlines of current projects change.  

• Ability to prioritize customer requests.  

• Must be able to work independently with minimum supervision. 

• Ability to effectively resolve questions and problems by acting as a liaison with multiple parties.

• Generally, works independently with very limited supervision, prioritizing tasks and creating daily work plans.

Handle Consumer Interactions:

• Attend to incoming calls, responding to customer emails and assist walk-in customers promptly and professionally.
• Accurately process consumer requests and capture information into relevant systems for each call, query, or dispute received.

Query and Dispute Management:

• Investigate and resolve consumer disputes and queries within agreed timelines.
• Provide timely feedback to consumers via email, telephone, or in person regarding queries and disputes logged.
• Maintain and update contact lists to ensure subscriber information is accurate and up to date.

Consumer Education:

• Educate consumers on Credit Bureau Regulations, particularly regarding dispute and query processes.

Record Keeping and Reporting:

• Update daily query log sheets (statistics) and submit to supervisors.
• Ensure accurate documentation of all consumer interactions and resolutions.

Quality and Compliance:

• Maintain high standards of call quality and customer service while handling requests.
• Adhere to company and departmental policies, procedures, and compliance requirements.

Perform any other duties as assigned by the supervisor to support departmental objectives.

Impact You'll Make:

To provide exceptional customer service by handling incoming calls, assisting walk-in customers, resolving queries and disputes, and ensuring accurate processing of consumer requests in compliance with company policies and regulatory requirements. Consumers with information, education and assistance.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

TransUnion Job Title

Administrator III, Consumer Operations Support