[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 offers an opportunity to develop expertise in identity protection and customer support within a collaborative, customer-focused environment. The position 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, you will support Arabic-, French-, and English-speaking customers and clients affected by fraud, data breaches, or identity theft. You will coordinate incident activities, maintain accurate records, and connect customers and clients with the appropriate internal and external resources. This is a shift-pattern role: Wednesday to Sunday, 2.00pm-10.30pm.

• Interview customers and clients by telephone to gather information about suspected or confirmed data breaches, fraud, and identity theft.
• Examine and analyse available information to assess incident severity and determine the assistance or remediation required.
• Provide professional, courteous customer service and expert assistance, clearly explaining the services and support available while managing customer and client expectations.
• Serve as a point of contact for customers, clients, and internal specialists, providing timely communication and coordinating discussions, meetings, escalations, and updates.
• Gather, assemble, and preserve relevant facts, statements, affidavits, and other supporting evidence for breach remediation and the resolution of fraud or identity theft matters.
• Prepare correspondence and coordinate communications with creditors, law enforcement agencies, government agencies, legal counsel, and other relevant third parties.
• Consult with prospective and existing clients regarding breach incidents, remediation requirements, proposals, project schedules, document transfers, and customer communications.
• Coordinate incident administration, including data review, letter production, client approvals, mailings, document transfers, and reporting on trends or unique customer situations.
• Maintain complete and accurate case notes, monitor incident progress, support efficient case management, close resolved incident records, and provide final reports to clients or customers.

Qualifications

• Fluency in Arabic, French, and English, with strong written and verbal communication skills for supporting customers, preparing correspondence, and communicating with internal and external stakeholders.
• Experience working in a client-facing or customer service environment, including managing expectations and assisting customers during sensitive or high-pressure situations.
• Demonstrated ability to analyse information, solve problems, manage multiple tasks moving at different paces, establish priorities, and meet deadlines with limited supervision.
• Strong interpersonal, listening, organisational, and collaboration skills, with the ability to secure cooperation from clients, internal departments, and North American teams.

Requirements

• Proficiency with the Microsoft Office suite for preparing correspondence, reports, proposals, and other business documentation.
• Ability to use claims, customer, client, or incident-management systems to maintain detailed, accurate, and timely case records.
• Ability to coordinate secure document and data transfers between the company, clients, and relevant third parties.
• General technical confidence and the ability to learn and navigate business systems used for customer support, reporting, and case management.
• Strong attention to detail when reviewing data, maintaining records, and preparing customer or client communications.

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.