Dispute Agent - GCC Africa (Remote)

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What We'll Bring:

Provide world-class customer service within a global contact center environment. This team’s objective is to work with disputes logged and ensure that they are investigated and closed within the agreed SLA period. This is a back-office admin role.
Use homegrown and industry support applications while complying with information security, process steps and regulatory standards for TransUnion and the UK credit industry.

What You'll Bring:

This is an entry-level position responsible for handling various queries received either telephonically, through live chat, fax, ticket or email from consumers regarding their credit reports and TransUnion products. The associate provides prompt assistance and resolution to consumer inquiries, including disputes, opt-outs, password resets, and other product-related queries. They troubleshoot and analyze system errors, apply fixes where possible, escalate and track unresolved issues for further review. The role involves maintaining constant communication with their team leader about any issues or error trends and may include mentoring peers by sharing best practices. Additionally, the associate ensures compliance with all TU and other relevant regulatory requirements. They also may work on special projects as assigned.

Impact You'll Make:

Responsibilities:

• Work through disputes logged and ensure that they are handled via the correct dispute process.

• Ensuring that all updates/actions are captured on the CRM system.

• Ability to identify, understand and assist Vulnerable consumers within the stipulated guidelines/processes.

• Working on cases to/from lenders timeously and according to the agreed guidelines and processes.

• Ensure that consumers receive feedback on their disputes logged via email, where applicable.

• Escalation of queries/complaints to support departments for resolution.

• Work with the supporting departments to ensure that priority cases are attended to and meet the required deadlines.

Requirements: 

• Excellent communication & written skills in English.

• Proficient time management.

• A positive & cooperative attitude.

• Detail orientated and ability to multi-task.

• Experience of working in a call center or back-office function. Preferably more than 1 year of call center experience.

• Experience of working with sensitive information.

• Ability to adapt to changes according to the business needs of the company.

• Understanding of the banking or credit referencing industry desirable, but not essential.

• Ability to work well within a team and communicate with other departments.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

Please note that being a credit bureau, some positions require a clear credit record.

#LI-Remote

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Rep I, Consumer Operations Support