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Customer Relations Advisor
4 weeks ago
TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
We Are TransUnion:
TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity, and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government, and insurance.
**What You'll Bring**:
We’re looking for a Customer Relations Advisor to join our Consumer Relations team here at TransUnion.
In this fast-paced role, you will work with our wider Customer Relations & Consumer services team to deal with consumer complaints relating to their credit report.
So whether you are currently working within Complaints, Redress or Customer Services this exciting role will offer a host of development opportunities as part of a global team.
**Day to day you will**:
- Proactively managing a caseload of consumer complaints, you’ll work with all the relevant internal and external customers to bring the complaint to a mutually agreeable close
- Escalate complaints when needed
- Support with compiling information for consumer Data Subject Access Requests (DSAR)
- Ensure quality assurance and accurate MI reporting
- Reviewing any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually review by a complaints expert to ascertain if they need to be worked as a complaint or placed back into the customer services work queues.
- Working closely with the customer relations team as one day per week you’ll be on the front line dealing with queries as they come in from consumers and clients.
**Essential Skills & Experience**:
- Great communication skills with the ability to empathise with the consumer and guide the conversation
- An ability to manage multiple cases effectively, you’ll be able to plan and prioritise your day and adapt to sudden changes easily.
**Desirable Skills & Experience**:
- Any experience of dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service would be great to see, however full training will be given.
**TransUnion - a place to grow**:
**Impact You'll Make**:
**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 or commission scheme (if joining our sales teams) our benefits package comes with:
- 26 days’ annual leave + bank holidays (increasing with service)
- Global paid wellness days off + a bonus day off to celebrate your birthday
- A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
- Private health care + 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
**Working Pattern**
Our work style for this position is ‘hybrid’, which involves spending 40% of your working week at one of our office sites so you’ll need to live within a sensible commutable distance from our office. We’re happy to talk flexible working.
**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 you of this.
**Reasonable Adjustments**
**#LI-Hybrid**
TransUnion Job Title
Analyst, Consumer Operations Support
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