Latest Jobs at TransUnion

What You'll Bring:

• Bachelor’s degree preferred, but not required. 
• 3-5 years of training delivery experience/background in a training role.
• 1-2 years of training experience with voice call center agents
• Background in training in a classroom and/or a virtual environment.
• Comfort level with general technical concepts and training of these concepts.
• Proficient in Microsoft applications including PowerPoint.
• Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training.
• Strong attention to detail.
• Quick to learn, with a goal of becoming a SME on an all processes.
• Comfortable presenting and training groups on average of 15-25 people.
• Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed.
• Holds trainees accountable and assists in nesting phase of training development.
• Ability to maintain focus, flexibility, and organization.
• Comfortable working in fast-paced environment.
• Ability to identify gaps in representative knowledge, skills, etc.

Impact you will make 

• Training facilitation
• The UK Ops Trainer supports the vertical businesses by facilitating training in the following ways: 
• Delivers new hire training programs to new employees within operations. 
• Incorporates learning objectives, activities and assessment into all training facilitations. 
• Provides training to operations teams as products implement new features, enabled all employees to perform their job duties and support customers/consumers. 
• Provides training to operations teams in support of process/policy changes 
• Continues to act as a point of contact for representative coaching, furthering representative development. 
• Identifies new areas of opportunity for training and works with onshore training team to develop and deliver training materials. 
• Additional projects and duties as assigned. 
• Quality Assurance (QA) evaluations
• Adheres to established QA scorecard and QA manual to perform QA evaluations. 
• Identifies patterns of performance and quality issues from QA evaluations of voice operations job roles. 
• Works with team leads to communicate performance and quality issues. 
• Provides solution oriented feedback to team leaders and voice operations representatives to improve performance and quality issue patterns. 
• Prepares and distributes QA reports for leadership and management review.

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What You'll Bring:

As a Customer Success Consultant, you own the operational relationship with many of our premium level customers and position yourself as a trusted advisor to their teams.  You will lead customer engagements across a range of industries and types of projects such as onboarding, training, operational reviews, operational support, fraud analyses and consulting activities.  You proactively lead engagements to provide best in class insights and deliverables. You provide expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives.  

Job Description:

• Inspire customer confidence through timely and reliable execution of services and develop product usage maturity models to ensure customers track to the most effective use of our solutions. 
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Lead and deliver customer initiatives and manage all phases of a customer project lifecycle to ensure successful project delivery.
• Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value.
• Help protect the core value of the relationship and identify strong opportunities beyond direct project work to communicate to sales to help them grow the business.
• Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.
• Provide operational support for the clients under your management to give customers a single point of contact for all issues related to our platforms and solutions.
• Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
• Effectively integrates, motivates, and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Qualifications

• Bachelor’s degree in business, finance or computer science or the equivalent plus 5+ years consultancy, project management, implementation management and/or fraud management experience
• Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions to address these areas.
• Effective customer-service orientation and relationship-building skills
• Ability to multi-task in a fast-paced environment, and balance thought with action while getting the most out of limited resources.
• Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
• Flexible work hours to accommodate special meeting requests, trainings, and demonstrations for customers in different time zones.
• Advanced skills with MS Word, Excel, and PowerPoint
• Ability to communicate complex ideas effectively – both verbally and in writing in English throughout all levels of an organization.
• Ability to effectively work remotely.
• Availability for some overnight travel and on call rotation.
• Ability to make decisions guided by policies, procedures, and business plans with limited guidance.

We’d love to see:

• Consultancy and Customer Success experience
• Fraud management or identity and access management experience
• Exposure to the financial services or insurance industries
• Knowledge of TransUnion’s fraud and identity product and services
• Working knowledge of JSON, Tableau, Looker and/or Databricks