Bilingual Customer Support Representative

TransUnion's Job Applicant Privacy Notice

What We'll Bring

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You'll Bring

• 1-3 years of experience in a customer service and/or operations environment.
• Proficient in Microsoft Office Suite.
• Expertise in analyzing data, data research.
• Experience handling multiple unique or complex customer cases.
• Strong attention to detail and organizational skills.
• Excellent communication skills (verbal and written).
• Positive attitude, team player and collaborative.
• Bilingual French speaking, an asset.
  
  

Impact You'll Make

The Customer Support Representative in Operations will provide support to external customers and businesses as they request access for various TransUnion products and solutions. This position works closely with external customers and internal stakeholders such as: Project Management, Sales, Accounting/Billing, etc., to provide customer support accurately, and efficiently.

The incumbent will be responsible for supporting the setup of customers' access to test and production codes in both TU’s test and production environment by creating and modifying codes, and the generation and modification of existing member codes. Which includes gathering and validating the necessary information from Salesforce, adhering to business policies, and consulting with internal stakeholders as required.

Roles And Responsibilities

• Maintain a consistent high level of knowledge regarding TU products, services, and tools.
• Understand and consistently demonstrate knowledge of specific business processes when performing all back-office operations work.
• Drive to continuously improve customer relationships, provide superior customer service, and the determination to not only identify and address customer impacting issues, but also the ability to come up with a plan of action for resolution.
• Ability to prioritize workflow ensuring departmental procedures are maintained in a fast-paced environment.
• Work with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work product is delivered to customers and consumers.
• Maintain process documents up to date.
• Bring proven ability to maintain confidentiality and secure sensitive information of Customer.
• Out of the box thinking in bringing process improvement ideas to simplify the process and reduce overall TAT.
• Help provide a positive customer experience by supporting TransUnion customers as they onboard and test products & solutions. This includes gathering and validating the necessary information, consulting with the sales team, and facilitating calls with other departments as necessary.
• Have an understanding of credit reporting laws and internal policies and procedures.
• Require minimal supervision – able to work with established procedures.
• Approve or reject requests for work that deviate from various policies, including missing or incomplete request details by focusing on compliance.
• Achieve SLA requirements with respect to 100% quality and production.
  
  

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion's Internal Job Title

Rep I, Customer Support Operations