Bilingual Customer Care Advocate at TransUnion

What We'll Bring:

• The primary responsibility of the Bilingual Customer Care advocate is to provide exceptional customer service and assistance to our customers. In situations where the customer has experienced the exposure of their personal information, the advocate must be able to follow required scripting from FAQs to provide answers to caller’s questions. In addition, they must be able to assist callers with troubleshooting and standard inquiries connected to our credit monitoring platform.

What You'll Bring:

• Analyze and process complex consumer files received from various internal / external business partners with prompt solutions.
• Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management.
• Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.
• Answer and respond to incoming calls and written inquiries from consumers and customers providing prompt resolution to escalated inquiries such as: consumer disputes, fraud resolution, and identity theft for (minors/adults).
• Analyze consumer contact data and report error trends to management.

Impact You'll Make:

• Essential Duties & Responsibilities:

Responsibilities include but are not limited to the following:

Customer Care

• Follow scripted FAQs to ensure the customer gets accurate information on their first call regarding Breach specifics as well as product inquiries.
• Provide clear answers and direction to questions in regard to Credit Monitoring, enrollment, product features and other product related inquiries.
• Provide professional and courteous customer service and expert assistance to potential victims of identity theft.
• Active listening to understand the customer’s issue and provide the appropriate response or remedy.
• Drive First Contact Resolution.
• Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity.
• Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry.
• Empathize with customers in a genuine way that lets them know you care about their issues.

Case & System Management

• Gather, assemble and preserve customer facts and statements into database.
• Ability to utilize administrative consoles to review artifacts and data to assist with customer inquiries and issues.
• Adhere to policies and procedures internally and comply with external regulations.

Performance:

• Achieve SLA requirements by the company such as: Average Handle Time, Quality and Customer Satisfaction Survey scores, Schedule Adherence and other defined KPIs.
• Follow all call regulations as outlined
• Maintain confidentiality of the organization’s customer and data
• Adhere to policies and procedures internally and comply with external regulations
• Adhere to break/meal schedule as required

Attitude and Commitment:

• Be ready to serve our customers by taking inbound phone calls for at least 85% of your day
• Ability to multi-task and follow through on commitments
• Strong organizational and time-management skills
• Able to work independently and in a team environment
• Reliable and consistent attendance
• Must be a quick learner and great utilizer of resources
• Ability to perform duties remotely in a quiet, secure area while working remote

Qualifications:

• High school diploma/matric certificate required.
• Bilingual (fluent in English and French)
• 1-2 years of experience in an operations environment. Ability to multi-task and prioritize with strong organization skills. Read, understand, and interpret CRS audit trail. Collaborate with team members on projects. Maintain and secure confidential and sensitive information.
• Proficiency with MS Office (Word, Excel), internet and database navigation.