Insurance Customer Support Analyst

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• A Bachelor's degree or an equivalent combination of education and experience.
• 2 plus years of experience in customer service, client support or account management.
• A solid understanding and ability to use word processing, spreadsheet, and database software applications such as Salesforce or other CRM experience is a plus.
• Excellent analytical, troubleshooting and problem-solving skills.
• Good service knowledge and be able to communicate effectively to understand the problem and explain its solution.

What we'd love to see:

• Identify and determine the best solution based on the issue and details provided by customers.
• Ability to make decisions and solve problems or courses of action through policy or consultation with others. 
• Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment.
• Excellent listening and writing skills and the ability to work between both the customer and all levels across other organizations to maximize cross-department cooperation and efficiency.
• Strong attention to detail, time management, and organizational skills.

Impact You'll Make:

• Improves the client experience by delivering account support in accordance with service level expectations (SLE’s).  Responds quickly and accurately to support requests via email, telephone, and Salesforce.com, with focus on individual customer business needs. Interacts with other departments to garner assistance in resolving customer questions and/or challenges.
• Manages the resolution of all customer issues through the Salesforce.com case tracking system. Documents resolutions to improve repeatability of solutions. 
• Supports all aspects of the customer lifecycle from pre-sales through ongoing support, incorporating customer feedback into future business practices.
• Coordinates with internal stakeholders and vendors to identify and resolve operational issues as they impact external customers.
• Assists with the research and analysis of data quality issues reported by customers.
• Provides operational support to sales, product management, and operations, for requests such as customer inquiries, account maintenance and setup.  Troubleshoots issues with our customers and responds to both IT and business client stakeholders.    
• Maintains a detailed understanding of TransUnion solutions, services, and potential software issues.  Answers basic technical questions and refers non-routine technical or product issues to higher levels.
• Completes various projects for sales and management in the areas of product improvements, data research, operational efficiencies, metrics and reporting, client data, billing, contract maintenance, and other related areas.  Most projects require working in teams with other associates throughout the organization while maintaining current personal workload.
• Assists in preparing and maintaining customer reports, project spreadsheets, presentations, and other documentation in a timely and accurate manner. 
• Performs other related duties as assigned.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Pay Scale Information :

The U.S. base salary range for this position is $51,700.00 - $75,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

 

TransUnion's Internal Job Title:

Analyst, Customer Support Operations