Specialist Services Analyst

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

We Are TransUnion:
TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

We’re looking for a Specialist Services Analyst to join our growing team. 

This role will partner and collaborate with stakeholders across UK Consumer Operations. The Specialist Services Analyst will have the opportunity to partner with the Customer Relations Team on improvement initiatives, as well as the wider consumer support teams to embed and optimize consumer correspondence print and delivery processes. 

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.

Day to Day You’ll Be:
 

This role will act as a key Analyst of the Customer Relations Team team and is responsible for supporting:

• Full Subject Access Requests (FSAR): Create and manage FSARs for consumers upon request, ensuring compliance with data protection regulations.
• Specialist Service Support: Assist consumers requiring tailored services such as large print documents, braille, text-to-speech, audio formats, and coloured paper requests.
• Vendor Collaboration: Coordinate with third-party vendors to produce and deliver specialist service artifacts accurately and on time.
• Document Management: Oversee the process of sending consumer-facing documentation for print and delivery via post or electronic notes (Enotes).
• Specialist Case Handling: Process sensitive consumer cases, including those related to gender reassignment, ensuring confidentiality and adherence to policy.
• Controls & Reporting: Maintain SOPs, checklists and risk controls. Track KPIs and propose and document process enhancements.

Essential Skills & Experience:

• Handling consumer cases in a regulated or data-sensitive environment (e.g., financial services, utilities, telecoms, healthcare).
• Communicating and coordinating effectively with third-party vendors to meet service standards.
• Using case management systems, ideally Salesforce, to track and manage requests.
• FCA Consumer Duty principles and their application in consumer interactions.
• GDPR and data protection requirements, including subject rights and secure handling of personal data.
• Balancing multiple requests with varying SLAs, prioritising based on risk and complexity while meeting deadlines.
• Handling sensitive consumer information and cases (e.g., gender reassignment) with respect, confidentiality, and care.
• Applying a zero-defect approach to FSAR compilation and redaction, following SOPs and identifying opportunities for improvement.
• Working independently and collaboratively within a wider team environment.

Impact You'll Make:

What’s In It For you?
At TransUnion you will be joining a friendly, forward thinking global business.
As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow: 
If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.
We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:
We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:
At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting [email protected]

Interview & Hiring Process:
Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies.  If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.

#LI-Hybrid
Find out more about Life At TU UK:
https://twitter.com/TransUnionUK
https://www.linkedin.com/company/transunion/life/

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.

TransUnion Job Title

Analyst, Consumer Operations Support