Team Co-Ordinator UK (GCCA Remote) at TransUnion

What You'll Bring:

• Manage workstreams within the UK Disputes queues, emails and mailed correspondence as and when required
• Troubleshoot any emerging problems that consumers raise surrounding accuracy and efficiency
• Provide accurate, valid and complete information by using the correct methods/tools
• Solid problem-solving skills to investigate and provide solutions to escalations, to handle consumer escalations, provide appropriate solutions and alternatives; follow up to ensure resolution;
• Perform timely investigations of consumer disputes including communication with data furnishers and / or vendors to assess the nature of such disputes
• Maintain contact list for all lender information and identify point of contact for lenders 
• Assist with special projects and other duties as assigned
• Is the single point of contact for consumer escalations and complaints within the GCCSA and as such, is the liaison between our office, the UK team and consumers
• Researching and handling escalated consumer issues identified by customers, consumers. Collecting accurate information and documenting unresolved issues.
• Acts as a subject-matter expert for consumer dispute processes. Reviews and maintains department policies, ensuring Help Site is up-to-date.
• Promotes teamwork and cooperative effort.
• Provides internal departmental support by gathering accurate, valid and complete information while utilizing proper methods and tools
• Capable to be a source of support for the team and acts as a Tier 3 support when supporting the team with above-average challenging calls/disputes.
• Builds sustainable relationship of trust through open and interactive communication both internally and externally
• Follow communication procedures, guidelines and policies
• Utilizes available resources and guidance from Operation leads in order to deliver the best consumer solutions
• Performs administrative, routine and other related duties as required and assigned by the Team Leader or Manager of Operations
• Meets or exceeds in quality assurance metrics and service level agreement targets
• Establishes and maintains positive work relationship with internal team and customers
• Manage incoming emails and voicemails from stakeholders, lenders and special escalation cases
• Provide accurate, valid and complete information by using the correct processes and manuals
• Engages resources and guidance from Operation leads in order to provide the best consumer investigation results
• Performs other related duties as required and assigned by the Associate leader or manager of operations
• Handles administrative and routine tasks required to provide a consistent consumer experience
• Participates in special projects and assume other duties and responsibilities as assigned
• Comply with regulatory reporting act, consumer reporting legislation and internal SOP policies in place
• Complete lender reporting requirements (Daily/Weekly/Monthly/Quarterly)
• Complete associate workstream allocations daily
• Minimum of 3 years of experience in customer service or related field 
• Excellent written, verbal and interpersonal skills to interface with consumers, customers, and co-workers
• Candidate must be organized, and detail oriented with the ability to manage multiple high priorities
• Ability to appropriately prioritize work and proactively anticipate and manage time
• Strong communication and customer service skills with the ability to maintain a professional and calm demeanor
• An effective listener and exhibit patience during tense situations; Strong call handling and active listening skills
• Proficiency with business computer applications is required: Internet, Web Based Applications, MS Office or other business software
• Familiarity with CRM systems and practices
• Excellent time management skills, with the ability to prioritize and multitask, work under shifting deadlines in a fast-paced environment; Time management skills with the ability to prioritize and multitask and work under tight deadlines
• Proven customer/consumer support experience or experience
• Displays strong attention to detail and excellent communication skills
• Ability to work effectively both independently, unsupervised and as a team
• Takes full responsibility and the required action for assigned tasks
• Problem solver and willingness to take initiative and try new approaches and propose new solutions
• Helps to keep motivation high by being supportive to colleagues
• Takes full responsibility and the required action for assigned tasks