[Hiring] Customer Service Incident Coordinator @TransUnion

Role Description

Sontiq is TransUnion's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. This role reports to the Associate Lead, Customer Support Operations. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

As a Customer Service Incident Coordinator (Dutch Speaking), you will support customers impacted by identity theft, fraud, and data breach incidents, helping them navigate the resolution process and access the support they need. You will play an important role in delivering positive customer outcomes, coordinating with internal and external stakeholders, and providing reassurance and guidance during sensitive situations. This is a shift-pattern role.

• Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents.
• Review and analyse case information to assess the nature and severity of incidents and determine appropriate next steps.
• Provide professional, empathetic, and high-quality customer support to individuals affected by fraud, identity theft, or data breach events.
• Manage customer expectations by providing clear updates and guidance throughout the incident resolution process.
• Act as a key point of contact between customers, clients, and internal subject matter experts.
• Gather, document, and maintain relevant information and supporting evidence to assist with identity restoration and remediation activities.
• Prepare correspondence and communicate with creditors, government agencies, and other third parties when required to support case resolution.
• Clearly explain available services, support options, and recommended actions to customers.
• Support clients and customers in understanding breach-related incidents and identifying appropriate remediation requirements.
• Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams.

Qualifications

• Fluency in Dutch and English, both written and verbal, to support effective communication with customers, clients, and stakeholders.
• Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment.
• Strong communication and interpersonal skills, with the ability to build trust and provide clear guidance during sensitive customer situations.
• Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases and maintain accurate records.

Requirements

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to accurately document, maintain, and manage customer case information within internal systems.
• Experience using customer service, case management, or customer relationship management platforms.

Benefits

• 26 days annual leave and bank holidays (increasing with service).
• Global paid wellness days off and a bonus day off to celebrate your birthday.
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan.
• Private health care and 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.