TransUnion's Job Applicant Privacy Notice
What We'll Bring:
TransUnion believes in investing in the best people. Our dynamic and diverse environment values and promotes the growth of associates in their jobs, roles and careers. Our organization supports ambitious individuals who seek career satisfaction and development.
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:
- 2+ years of professional work experience in Customer Service/Operational capacity.
- Experience and ability to effectively organize and multi-task.
- Adept at working with complaints, and use judgement to escalate when appropriate.
- The incumbent must conduct himself/herself with a professional demeanor when helping other associates, consumers, law enforcement as well as customers.
- Strong attention to detail, problem solving, decision-making, and organizational skills, is required.
- Proficiency in both English & French (both written and spoken).
- Knowledge of consumer reporting and privacy statutes would be an asset.
- Diploma in a business, legal studies or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
- This position may require some travel.
- Ce poste exige un diplôme d’études collégiales en commerce, en études juridiques ou dans un domaine connexe (une combinaison équivalente d’expérience professionnelle et de scolarité pourrait se substituer à cette exigence, à la discrétion de la direction). Les titulaires possèdent normalement des connaissances en matière de traitement de plaintes complexes acquises au cours de deux années d’expérience professionnelle dans le domaine du service à la clientèle et des opérations.
- Les titulaires doivent se comporter de manière professionnelle lorsqu’ils aident les associés, les consommateurs, les forces de l’ordre et les clients. Les titulaires de ce poste doivent faire preuve d’un grand souci du détail et de compétences en matière de résolution de problèmes, de prise de décision et d’organisation. Les titulaires doivent également posséder des compétences supérieures en communication et en rédaction. Ce poste exige la capacité d’effectuer des tâches multiples et de déterminer à quel moment les plaintes doivent être transmises à un échelon supérieur.
- Le titulaire du poste peut être appelé à effectuer des déplacements. Le candidat doit être parfaitement bilingue (français et anglais). Une connaissance préalable des lois relatives aux renseignements des consommateurs et à la protection de la vie privée constitue un atout.
Impact You'll Make:
The Special Handling Investigator is responsible for providing one-touch resolution service for escalated or high-touch complaints. This position serves as the Operations Bilingual Subject Matter Expert on handling disputes/complaints from Consumers regarding their credit information. The incumbent will investigate the required and/or disputed information by contacting credit grantors or necessary business establishments and advising the consumer of the outcome. The incumbent will perform detailed research for all complaints and recommend required action in resolving all issues efficiently.
Aperçu du rôle
L’enquêteur chargé des traitements spéciaux est responsable de fournir un service de résolution unique pour les plaintes qui n’ont pu être réglées en première ligne ou qui nécessitent une attention particulière. Le titulaire du poste agit à titre d’expert bilingue en matière de traitement des contestations/plaintes des consommateurs concernant leurs renseignements de crédit. Le titulaire doit enquêter sur les renseignements requis ou contestés en communiquant avec les fournisseurs de crédit ou les établissements commerciaux pertinents, et informer le consommateur du résultat. Le titulaire du poste effectuera des recherches détaillées pour traiter les plaintes qui lui sont confiées et recommandera les mesures requises pour régler efficacement tous les problèmes.
Duties and Responsibilities
- To handle investigations and communication for consumers challenging TransUnion’s compliance; complaints can include privacy, regulatory, 3rd party complaints, accessibility, litigation, media, presidential, etc.
- To make necessary changes to the credit information and advise the consumer of outcome of the investigation.
- To provide litigation support to the Legal department, as required.
- To gather data, analyze issues and make recommendations to ensure business unit compliance and ensure top quality data standards.
- To track complaints and report up to the Operations Management team on volumes and trending issues.
- To assist in the development of training materials and deliver training to internal associates and Vendors, as required.
- To assist law enforcement with production order request
- Potential to attend legal matters on behalf of TransUnion
- To perform other related duties or projects as assigned.
Fonctions et responsabilités
- Gérer les enquêtes et la communication pour les consommateurs qui contestent la conformité de TransUnion. Les plaintes peuvent porter sur la confidentialité, la réglementation, des plaintes de tiers, l’accessibilité, des litiges, les médias, etc.
- Apporter les modifications requises aux renseignements de crédit et informer le consommateur des résultats de l’enquête.
- Fournir un soutien en matière de litiges au Service juridique, au besoin.
- Recueillir des données, analyser les problèmes et faire des recommandations pour assurer la conformité des unités commerciales et veiller au respect des normes de qualité des données.
- Assurer le suivi des plaintes et rendre compte à l’équipe de gestion des opérations des volumes et des tendances des plaintes.
- Participer à l’élaboration de documents de formation et dispenser des formations aux associés internes et aux fournisseurs, selon les besoins.
- Aider les forces de l’ordre à répondre aux demandes d’ordonnance de communication.
- Participer éventuellement à des affaires juridiques au nom de TransUnion.
- Effectuer d’autres tâches ou projets connexes, selon les besoins.
This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.
Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.
TransUnion's Internal Job Title:
Rep III, Consumer Operations Support
What the Team is Saying
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace.
We do this by having an accurate and comprehensive picture of each person.
This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world.
Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve.
We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Employees engage in a combination of remote and on-site work.
