[Hiring] Consumer Operations Support Representative @TransUnion

Role Description

This is a senior-level position focused on supporting and coaching associates to enhance overall performance. Responsibilities include:

• Facilitating Policy Reiteration Training (PRT) and Calibration sessions based on quality feedback and/or CSAT consumer survey results.
• Conducting calibration sessions to improve consumer experiences.
• Performing random call listening to identify development needs.
• Handling consumer contacts via telephone, chat, email, or ticket providing prompt resolutions to inquiries.
• Troubleshooting system errors and ensuring compliance with TU and other relevant regulatory requirements.
• Analyzing consumer contact data to identify error trends.
• Supporting team leaders by mentoring new team members.
• Working on special projects as assigned.
• Providing ongoing support to associates and conducting coaching sessions.
• Coordinating meetings with leadership and monitoring system usage.
• Completing ad hoc reports with a high level of quality.
• Working with other Internal Departments to determine the root cause of customer-facing issues.
• Driving strategic business decision-making through detailed analytics, insights, and Real-Time reporting on Key Performance Indicators (KPIs) and financial results.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Qualifications

• Strong understanding of social media channels and support, across one or multiple platforms.
• Friendly communication style with high attention to detail, both written and verbal.
• Experience in social media channel management or strong customer service background.
• Passion for consumer engagement, personalizing every interaction to be as engaging and impactful as possible.
• Ability to adapt to changes in focus areas quickly.
• Comfort level with analytics, and using data to prove out hypotheses.

Requirements

• Eagerness to provide a consistent and positive experience to every consumer.
• Excellent interpersonal skills.
• Proven ability to prioritize and organize daily activities, maintaining flexibility.
• Ability to collaborate in a cross-functional, remote, team-based environment.
• Exceptional initiative and follow-up skills.
• Knowledge of PowerPoint and other storytelling software, as well as Outlook, Microsoft Word, and Excel.

Benefits

• Competitive rewards and comprehensive benefits.
• Meaningful career growth opportunities.
• Flexible, permanent work-from-home arrangements.
• Strong wellbeing and support programs for you and your family.
• Access to global exposure, continuous learning, and accredited development opportunities.
• Inclusive culture with a focus on recognition and commitment to work-life balance.

Company Description

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting-edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose-driven organization that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work-from-home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.