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What We'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.What You'll Bring:
Handle escalated or complex consumer complaints that require investigation and specialized resolution
Analyze trends in complaints to identify root causes and recommend improvements
Collaborate with internal teams to address systemic issues and enhance workflows
Collaborate on cross-functional projects aimed at enhancing data accuracy, compliance, and the overall consumer experience
Handle backend tasks as needed to support team goals and deadlines
Collaborate with direct team to meet shared goals and deliver timely resolutions within service-level agreements (SLAs)
What You’ll Bring:
Minimum of 0-2 years of prior experience in a customer service position.
Experience with case management systems and tools; such as Salesforce and CRS+
Demonstrated experience handling consumer disputes, complaints or compliance-related tasks, particularly in regulated industries
A proven track record of meeting SLAs in a collaborative, deadline-driven environment
Strong written and verbal communication and interpersonal skills to effectively handle sensitive consumer interactions and collaborate with team members
A problem-solving mindset with attention to detail
Familiarity with regulatory requirements (e.g. FCRA)
We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your development in:
An interest in, or experience with, enhancing workflows and improving processes
Confidence in using data tools to improve accuracy and decision-making
Impact You'll Make:
Within the first 90 days you will be expected to:
Demonstrate Compliance Knowledge: Develop a working knowledge of FCRA guidelines and other relevant regulations, ensuring all actions align with compliance requirements
Achieve Proficient SLA Management: Learn to manage assigned work accurately and efficiently, prioritize tasks and consistently meet or exceed Service Level and Quality expectations
Contribute to Team Goals and Collaboration: Build strong relationships with team members, participate in regular team discussions, and identify opportunities to optimize the complaint resolution process
TransUnion Job Title
Rep I, Consumer Operations SupportWhat the Team is Saying
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What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Employees engage in a combination of remote and on-site work.
