Consumer Operations Support Rep (5 Month Contract)

Consumer Operations Support Representative

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 diversely. Whether it is helping businesses better, manage risk, providing better insights so a consumer can qualify for a 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.

Minimum of 2 years of experience in consumer operations.

Strong attention to detail, time management and decision making skills with the ability to prioritize and multitask while working under tight deadlines.

Excellent communication skills oral and written. French, an asset.

Aptitude for continuous process improvement.

Excellent problem solving and critical thinking ability and willingness to take initiative to propose new solutions and change.

Ability to work effectively both independently, unsupervised, and as part of a team.

Motivated and supportive of team.

Takes full responsibility and required action for all assigned tasks.

Strong customer service and data management skills.

The Consumer Operations Support Representative has a high level of knowledge in all investigation processes supporting the Canadian Consumer Operations Team and is responsible for verifying and updating any disputed information on the credit files and handling escalated consumer or customer-initiated cases related but not limited to mixed files.

Key Responsibilities include:

• Verify consumer disputes and inquiries via dispute automation/fax/file upload and make sure data is reporting accurately on the consumer credit files.
• Update data on the credit files after verification and communicate the results of the investigation with the consumer or a third party as authorized.
• Establish and maintain positive work relationship and build sustainable relationship of trust through open and interactive communication.
• Follow communication procedures, guidelines and policies ensuring Helpsite is up-to-date and providing recommendations for continuous process improvement.
• Provide accurate, valid and complete information to consumers by using the correct processes and manuals. Regularly use all resources and guidance on the Helpsite in order to provide the best consumer investigation results.
• Participate in special projects and assume other duties and responsibilities as required and assigned by the Associate Lead or manager of operations.
• Meet or exceed quality assurance metrics and daily quotas assigned.
• Handle administrative and routine tasks required to provide a consistent consumer experience.
• Follow Daily Queue Management process daily to make sure SLA is being met at all times.
• Comply with provincial credit reporting legislation, consumer reporting legislation and internal SOP and policies in place. Abide by and remain up-to-date with current changes to the consumer reporting act and legislation; ministry/law enforcement procedures and regulations/policies.
• Exercise a high level of trust and confidentiality by adhering to PIPEDA legislation and TransUnion's policies and procedures protecting consumer privacy.

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.