Rep I – Global Operations/ Complaint Management GCC - 8

Rep I, Consumer Operations Support

This is an entry-level position responsible for handling various queries received either telephonically, through live chat, fax, ticket or email from consumers regarding their credit reports and TransUnion products. The associate provides prompt assistance and resolution to consumer inquiries, including disputes, opt-outs, password resets, and other product-related queries. They troubleshoot and analyze system errors, apply fixes where possible, escalate and track unresolved issues for further review. The role involves maintaining constant communication with their team leader about any issues or error trends and may include mentoring peers by sharing best practices. Additionally, the associate ensures compliance with all TU and other relevant regulatory requirements. They also may work on special projects as assigned.

Minimum of 0-2 years of prior experience in a customer service position. Experience with case management systems and tools; such as Salesforce and CRS+. Demonstrated experience handling consumer disputes, complaints or compliance-related tasks, particularly in regulated industries. A proven track record of meeting SLAs in a collaborative, deadline-driven environment. Strong written and verbal communication and interpersonal skills to effectively handle sensitive consumer interactions and collaborate with team members. A problem-solving mindset with attention to detail. Familiarity with regulatory requirements (e.g. FCRA).

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your development in:

• An interest in, or experience with, enhancing workflows and improving processes
• Confidence in using data tools to improve accuracy and decision-making

Within the first 90 days you will be expected to:

• Demonstrate Compliance Knowledge: Develop a working knowledge of FCRA guidelines and other relevant regulations, ensuring all actions align with compliance requirements
• Achieve Proficient SLA Management: Learn to manage assigned work accurately and efficiently, prioritize tasks and consistently meet or exceed Service Level and Quality expectations
• Contribute to Team Goals and Collaboration: Build strong relationships with team members, participate in regular team discussions, and identify opportunities to optimize the complaint resolution process

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.