TransUnion

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

The primary goal of this position will be to support Sontiq (A TransUnion Company) operations in the GCC, including Back Office and Voice Fraud/IDT agent. Additionally, it is critical that this candidate is closely aligned with the EU and North American Sontiq operation teams to ensure consistency and knowledge of products and processes.

The operations Team coordinator supports the businesses in the following ways:

• Developing and maintaining a high level of knowledge about our industry, products, and services supporting a team of customer support representatives, including Fraud/IDT Restoration Voice agents and BFS back-office coordinators.
• Ensuring representatives adhere to our established procedures and processes while also providing a best in class service experience to the customer.
• Supervision of agent-specific performance throughout each day for smooth operations and long-term for team and personal development.
• Handles escalated and supervisor level communications from customers and consumers.
• Produces daily, weekly and monthly status reporting on team individual productivity and overall KPI’s.
• Perform consistent and effective coaching sessions with all representatives to continue to increase representative knowledge and increase overall performance.
• Ensures all associates are accountable to following FCRA obligations.
• Able to complete or already completed training focused on coaching.
• 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary. Preferred industries: identity theft, credit card, cell phone, mortgage, financial services.
• At least 1-3 years of experience supervising a team with multiple team members.
• At least 5 years of customer service experience
• Intermediate knowledge of Microsoft Office programs such as Outlook, Word, PowerPoint, etc.

Impact You'll Make:

At TransUnion you will be joining a friendly, forward thinking global business. 

As well as an excellent salary and bonus our benefits package comes with: 

We’re happy to talk flexible working. We operate a hybrid model allowing you to explore the balance of work and hours from home and/or from our offices in Leeds or London. 

As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with: 

26 days’ annual leave + bank holidays (increasing with service) 

• Global paid wellness days off + a bonus day off to celebrate your birthday 
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan 
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools 
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow: 

If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.

We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support: 

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.

We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.

TransUnion Job Title

Associate Lead, Customer Support Operations