Back Office Operations Rep II

TransUnion CIBIL Back Office Operations Representative

The TransUnion CIBIL Back Office Operations Representative will be working in Consumer disputes and Email Operations process. The Rep is responsible to address and resolve Consumer queries, requests and complaints pertaining to credit reports/scores/dispute.

Responsibilities:

• Will be working in consumer dispute & Email operations process
• Address and resolve consumer queries/requests/complaints pertaining to credit reports/score/personal dispute
• Ensure all emails are responded to correctly and completely within the prescribed SLA
• Must be able to draft responses independently as template responses are to be used selectively
• Identify & escalate probable escalations or sensitive issues for faster resolution
• Working on multiple applications and preparing credit report post analyzing complaints
• Regularly interacting with Member bank representatives and direct consumers/entities through phone/email and fast-track resolution of disputes/complaints
• Willing to work on Weekends / Holidays / Shift extension as per Business Requirement
• Willing to work in Permanent Work from Office as per Business Requirement
• Should be comfortable with access restricted area Model which has been implemented across India GCC.
• Should be flexible to make Out calling to members/Consumer on need basis.
• Need to maintain Quality and Accuracy scores as per the business requirements.

Qualifications:

• Minimum Graduate degree in any stream
• Must have minimum 5 to 7 years and above of experience in 'Banking operations' or BPO or the BFSI industry
• Excellent communication skills (English) both verbal and written
• Able to work in fast-paced energy, flexible and should be able to handle workload
• Should have handled escalation/complaint desk related to banking or insurance products
• Strong Customer centric service attitude, analytical, and creative problem-solving skills are required
• Experience in Credit Bureaus would be preferred
• Strong Team player
• Good knowledge of MS – office

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.