Active Jobs at TransUnion

What We'll Bring:

• The primary responsibility of the Bilingual Customer Care advocate/Customer Service Representative is to provide exceptional customer service and assistance to our customers.
• In situations where the customer has experienced 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:

What You'll Bring:

• Manage incoming calls for both English and French speaking banking and business customers.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets and call handling metrics.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough.

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.

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, Outlook), internet and database navigation.
• Knowledge of CRM and Sales Force is a plus but not mandatory.

End Date: August 22, 2025 

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What You'll Bring:

How You’ll Contribute 

• You will bring your knowledge of relevant regulations and expertise in compliance processes to assist TransUnion with its legal and business obligations.  
• Be a business partner and a trusted advisor to assigned business units, ensuring that the compliance and ethics program activities align with business objectives and become integrated into their business activities.
• You will promote organizational integrity through the operation of effective compliance programs for the business unit, such that assessing the effectiveness of the current combination of controls, metrics, and assurance activities designed to ensure compliance, and identify any gaps.
• Because of your experience in a compliance role and business operations, you will demonstrate knowledge of the business unit's function, processes and compliance requirements.  You will have a wide degree of latitude in decision making and defining appropriate solutions, by attending and supporting local management meetings from the compliance and ethics perspective.
• Creates and implements policies, strategies, and programs to prevent, detect, and investigate internal fraud threats and vulnerabilities to TransUnion. 
• Conducts investigations and root cause analysis into instances of fraud, ethics violations and compliance breaches that threaten TransUnion’s employees, reputation, assets or integrity.

What You’ll Bring

• You have a bachelor’s degree in risk management, finance, economics, business management, statistics, computer science, pre-law or other related field. (An equivalent combination of education and prior work experience may be substituted at the discretion of management.) Incumbents are preferred to have relevant knowledge of regulatory or procedural compliance issues and the ability to apply them within an operations environment. 
• This enables you to provide the right advice and guidance for the business to implement regulatory initiatives, policies and procedures.
• You have at least three years’ experience in compliance or other risk management discipline, such as audit, examination, fraud examination, quality control, quality assurance, credit risk, information security, data analysis, risk analysis, etc., preferably in the area of data management and privacy, background or employment screening, risk and fraud screening, collections, insurance, digital marketing or financial services.
• You should be detail-oriented and have the ability to review and analyze information and processes in short order.
• You will be charged with making sure that the company adheres to relevant laws, rules, policies and processes.  To that end, you must be well versed in consumer rights and related rules, policies, processes, problems and resources.
• You must also be able to decipher information and be able to determine whether the business unit and company are in compliance.
• Your character and your social skills will be major parts of getting and succeeding in this compliance position. Integrity and good reputation are paramount.
• You are analytical and detail-oriented, with project management skills. 
• You enjoy a team-based culture that values strong communication and interpersonal skills, sound judgment, curiosity, and adaptability in a fast-paced and dynamic environment.
• You have strong logical, problem solving and decision-making abilities.
• You possess excellent PC skills.
• You maintain a focused, flexible, organized and proactive manner
• You will have the willingness to seek certification as a qualified compliance professional (e.g. Certified Compliance Practitioner, via the Compliance Institute of Southern Africa (CISA) or other relevant certification.

End Date: August 22, 2025