[Hiring] Customer Service Incident Coordinator @TransUnion

Role Description

We’re looking for a Customer Service Incident Coordinator (German & Additional Language Speaker) to join our growing Sontiq team.

Shift Pattern: Monday to Friday; 10:30 am - 7:00 pm

Day to Day You’ll Be:

• Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft.
• Examine and analyse information to determine the severity of the fraud, breach and/or identity theft.
• Exercise independent judgement in setting priorities to ensure that deadlines and due dates are met.
• Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft.
• Manage customer and client expectations.
• Act as point of contact for customer, client and internal experts.
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims.
• Prepare letters, initiate telephone communications and act as a liaison to creditor, law enforcement and government agencies.
• Communicate clearly to customer the services and support offered.
• Consult with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation.
• Escalate and refer any incidents that require assistance from other internal departments, coordinating the discussions, meetings and updates.

Administrative

• Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties.
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft.
• Prepare written proposals for breach services that fit the situation.
• Participate in project plan schedule development, monitoring and reporting.
• Direct document and data transfers between company and clients.
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service.
• Ensure timely communication to internal team members, clients and other 3rd parties such as client’s counsel.
• Record and detail relevant case notes into database with strong attention to detail and accuracy of information in a timely manner.
• Ensure the closure of all resolved and confirmed Incident records and final report to the client/customer.
• Accountable for the overall breach/fraud incident process efficiency and effectiveness.
• If applicable, provide language translation for correspondence, reports, training documents, and other internal documents as necessary.
• If applicable, provide live language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with Forensic and Privacy experts.

Qualifications

• Must be fluent in German, Additional Language and English (Written and Verbal).
• Experience in Customer Service.

Benefits

• 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.

Company Description

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.