Rep II – Customer Service, CAN Operations(Bilingual) - Remote GCCA at TransUnion

What You'll Bring:

• Answers and responds to incoming calls, emails or SalesForce WRs received from customers (internal and external).
• Reps will provide prompt resolution to escalated inquiries to these high touch accounts.
• Provides ongoing support for these higher touch accounts and able to support their requests.
• Delivers expedited support to high profile customers providing expedited resolution.
• Provides usage and revenue reports (to name a few) to both internal and external customers in a timely and accurate fashion.
• Works on billing memos for our marketing services jobs and provides accurate and timely submissions of these high revenue drivers.
• Acts as a liaison with other departments such as TUCTS, TU Direct and Consumer area to name a few.
• Customer test codes are set up in accordance to firm policy and within established SLAs.
• Completes work in accordance with policy and reviews for accuracy.
• Works on special projects as assigned.
• Establishes and maintains positive work relationship with internal team and customers
• Build sustainable relationship of trust through open and interactive communication
• Engages resources and guidance from Operation leads in order to provide the best consumer investigation results
• Provide accurate, valid and complete information by using the correct processes and manuals
• Follow communication procedures, guidelines and policies
• Daily queue management process followed daily to make sure SLA is being met
• Participates in special projects and assume other duties and responsibilities as assigned
• May perform other related duties as assigned such as mentoring and reviewing work for accuracy.
• Performs other related duties as required and assigned by the Associate leader or manager of operations

Impact You'll Make:

Requirements

• Must be fluent in French and English, written and spoken.
• Time management skills with the ability to prioritize and multitask and work under tight deadlines
• Excellent communication and presentation skills
• Problem solver and willingness to take initiative and try new approaches and propose new solutions
• Ability to work effectively both independently, unsupervised and as a team
• Helps to keep motivation high by being supportive to colleagues
• Takes full responsibility and the required action for assigned tasks
• Strong customer service skills to maintain relationship between TransUnion and customers
• Track record of overachieving quotas

Qualifications

• Matric, Tertiary qualification preferred.
• Prior professional work experience required: 2+ years’ experience with demonstrated competencies * (minimum of 1- 2 with CSG TransUnion directly preferred)
• Experience and understanding of TU practices, procedures, and compliance requirements
• Must possess excellent listening and communication skills with the ability to make decisions appropriately and independently
• Demonstrated understanding of credit reporting laws and regulations (Consumer Data Industry Association certificates a plus)
• Must be proficient with Microsoft Office Products, especially Microsoft Word and Excel
• Proficient with TU systems, SalesForce, TUBS, SCM, OnBase, PeopleSoft and OBIEE reporting capabilities.
• Consistent performance managing Customer concerns and escalated matters that arise
• Demonstrated ability to perform multiple tasks while maintaining production standards, experiencing unexpected volumes and system concerns
• Strong attention to detail

End Date: July 30, 2025