Job Opportunities 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

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What you’ll bring:

• Experience in client-facing functions that support existing and new client deliveries end to end – from initial scoping and quoting through implementation and post-production support
• Expert in analyzing and documenting business requirements
• Ability to foster enterprise relationships directly and successfully navigate a matrix organization
• Experience managing individual contributors on daily workload, change management, issue resolution, and career development
• 6+ years of professional experience; Bachelor’s degree in finance, management, or computer science or equivalent field.

What You'll Bring:

We’d love to see:

• Knowledge of the Consumer Credit Reporting Industry and/or Financial Services
• Ability to: problem solve; make decisions using the appropriate level of information; provide appropriate guidance to others; and balance external and internal requirements
• Driven by intellectual curiosity and independent thinking
• Professional, positive, and outgoing demeanor

Impact You'll Make:  

• In the first 90 days – Gain a high level understanding of batch products and which are leveraged by the customers supported in your space.  
• Work with your direct team to become familiar with their day-to-day activities and determine where your expertise can help make them successful. 
• Beyond 90 days – Build relationships with aligned sales leaders and engage in dialogue referencing customer strategy as it pertains to batch products.  Work with your team on driving out opportunities for batch consultation and help grow their abilities within this space. 
• Leverage historical metrics as a baseline of what good looks like and identify areas of improvement