Internal Customer Service Representative

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TransUnion’s Job Applicant Privacy Notice

What We’ll Bring

Protecting the health and wellness of our associates and candidates considering a career at TransUnion is our highest priority. In supporting this vision, our recruitment and new hire experience for this role is fully virtual for the time being. Candidates interviewing will get to know our team over the phone and video, and this role will operate virtually upon hire until we return to the office. Even though we’re not physically together right now, our goal is to provide you a supportive candidate and new hire experience that will immerse you in our culture and set you up for success at TransUnion.

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You’ll Bring

• Intermediate experience with Microsoft Word, PowerPoint, Excel, and Outlook, and the ability to type at least 50 wpm and 10 key.
• The drive to continuously improve customer relationships, provide superior customer service, and the determination to not only identify and address customer impacting issues, but also the ability to come up with a plan of action for resolution
• A positive attitude, excellent communication skills (verbal and written), and the ability to put the interest of the team before individual interests
• Previous experience with customer retention, handling multiple tasks/projects, meeting deadlines on deliverables, providing an amazing customer experience (via email and phone), collaborating with multiple teams, and maintaining spreadsheets.
• High school diploma or equivalent required, degree preferred.
• Achieve SLA requirements with respect to quality and production
• Ability to identify, articulate, and solve basic problems.
• Ability to determine when to escalate issues.
• Ability to perform multiple tasks in an environment that changes daily based on incoming work.
• Ability to maintain focus, flexibility, and organization. Strong attention to detail; Comfortable working in a fast-paced environment.
• Ability to act proactively with sense of urgency, drive, energy and a sense of purpose for the role
  

We Would Love To See

• Advanced experience in Microsoft Excel
• 1+ year(s) working as a UAT Analyst
• Experience in analyzing data, problem solving, and handling unique or difficult customer situations
• 1+ year(s) working in an office setting or job environment where productivity is based on customer results.
• 2-5 years working in a call-centre or customer service environment.
• Must bring proven ability to maintain confidentiality and secure sensitive information.
  

Impact You’ll Make

The Customer Support representative in Operations will provide support to external customers as they perform User Acceptance Testing (UAT) for various TransUnion products and solutions. This position works closely with the external customers & internal business units such as: project managers, sales account managers, sales executives and colleagues in other key departments to provide customer support quickly, accurately and efficiently.

The Rep II in UAT, Operations is responsible for the composing of test files and is responsible to answer any questions about such files i.e. testing outcome, etc. This job serves as Operational support for the setup of customer’s access to test products in our test environment by creating and modifying test files, and for the generation and modification of UAT member codes.

• Help provide a positive customer experience by supporting TransUnion customers through UAT as they onboard and test products & solutions. This includes gathering and validating the necessary information, consulting with the sales team, and facilitating calls with new customers as necessary.
• You will have a clear understanding of credit reporting laws and internal policies and procedures.
• You will be part of teams and groups that provide process improvements to the business.
• Require minimal supervision – able to work without established procedures.
• You will troubleshoot customer test accounts and test files for general setup issues.
• You will be responsible for setting up and maintaining customer accounts in our test environment for access, products/services. Which includes gathering and validating the necessary information, adhering to business policies, and consulting with internal stakeholders as required.
• Approve or reject requests for work that deviate from various policies, including missing or incomplete request details.
• Assist many stakeholders on a day-to-day basis to resolve problems or to address challenges.
  

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.

TransUnion’s Internal Job Title

Rep II, Customer Support Operations