Customer Service Incident Coordinator

3 weeks ago

Remote, United Kingdom TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
TransUnion is a global information and insights company. We use data, software and technology in a smart way and help make trust possible in the modern economy. We do this by providing a comprehensive picture of each person so they can be reliably and safely represented in the marketplace.

**What You'll Bring**:

- Must be fluent in Swedish and English (Written and Verbal)
- 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
- Exercises independent judgment 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 acts as a liaison to creditor, law enforcement and government agencies
- Communicate clearly to customer the services and support offered
- Consults with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation.
- Escalates and refers any incidents that require assistance from other internal departments, coordinates 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
- Prepares written proposals for breach services that fit the situation
- Participates in project plan schedule development, monitoring and reporting
- Directs document and data transfers between company and clients
- Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
- Ensures timely communication to internal team members, clients and other 3rd parties such as client’s counsel
- Records and details relevant case notes into database with strong attention to detail and accuracy of information in a timely manner
- Ensures 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, language translation for correspondence, reports, training documents, other internal documents as necessary
- If applicable, live Language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with Forensic and Privacy experts

**Impact You'll Make**:
On a day
- to
- day basis you will be responsible for independently working and prioritising your own workload of requests and are required to provide telephone support should our clients ring through to the desk.

**TransUnion
- a place to grow**:
**What’s In It For you?**

At TransUnion you will be joining a friendly, forward thinking global business.

As well as an excellent salary and bonus scheme our benefits package starts with 26 days’ annual leave + bank holidays (increasing with service), a generous contributory pension scheme, private health care and a whole host of other employee lifestyle benefits.

That’s in addition to a variety of physical, mental and financial fitness wellbeing programmes such as lunchtime yoga, boxing classes, mindfulness app access, daily dedicated ‘away from keyboard’ time to ensure colleagues take a break and our diversity forums.

**Interview & Hiring Process**

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform of this.

**Reasonable Adjustments**

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Specialist I, Customer Support Operations

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