Specialist I, Customer Support Operations

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TransUnion’s Job Applicant Privacy NoticeWhat We’ll BringAt 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

• Previous SalesForce experience preferred, not required
• Strong organizational skills
• Previous customer service experience
• Time management skills
• Good critical thinker
• Problem solver
• Team player

Impact You’ll MakeThe Specialist I, Customer Support will provide substantial support for TransUnion’s Membership Support department. This role works closely with the Membership Support Management team to assist in resolving customer impacting issues. This role is also responsible to evaluate associate performance by monitoring communications and using a scorecard to ensure quality of work. The Specialist will keep track of data at team and individual level and will identify and report trends to Management.

• The Specialist is responsible for developing, tracking, and analyzing important reports concerning escalation drivers, in order to recommend where improvements can be made in business procedures by identifying trends and variances.
• Responsible for assessing the quality of the performance of our team who deal with TransUnion’s Sales team, existing, and potential customers. The Specialist will use a scorecard to evaluate the quality assurance of work requests, and will monitor inbound and outbound email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Assist in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.
• Consults, interacts, or collaborates with the Membership Support team, other internal teams, to facilitate the successful implementation of new or revised policies, programs, and procedures.
• May oversee one or more specified key operational or business functions for their unit, as appropriate.
• Ability to develop, evaluate, and edit the content, structure, and format of written materials.
• Is the single point of contact for any investigations related to operational issues and as such, is the liaison between our Compliance/Legal teams and Membership Support team.
• Completes complex fact-finding, analysis, and handling of escalated issues that have been identified by customers or received through one of our other business units. Collection of accurate information and documentation of unresolved issues.
• Provides internal departmental support by gathering accurate, valid and complete information while utilizing proper methods and tools
• Builds sustainable relationship of trust through open and interactive communication both internally and externally and promotes the TransUnion brand
• Utilizes available resources and guidance from the Management team in order to deliver the best customer solutions
• Acts as a subject-matter expert for Membership Support processes. Reviews and maintains department policies, ensuring Help Site is up-to-date
• Exercises a high level of trust and confidentiality.
• Gives constructive criticism to all team members.
• Motivates and recognizes all team members.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.TransUnion’s Internal Job TitleSpecialist I, Consumer Operations Support