Senior Customer Care Advocate

1 month ago

Remote, United Kingdom TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
Customer Care Advocate is to provide detailed expert advice to victims of fraud and/or identity theft. In addition, you serve as the escalation, follow up and complex problem solver for the organization. Flexibility, creative problem solving and a will to resolve all customer inquiries regardless of the actions that need to be taken are all key attributes of a successful person in this role.

Prior successful experience as a Customer Care Advocate is a requirement for this role.

**What You'll Bring**:
**Customer Care**:

- Interview the customer thoroughly to understand the full extent of the situation, assess the risk level, and provide expert advice and recommendations.
- Take all steps necessary to remedy the customer’s situation.
- Display an elevated level of empathy with top level communication skills as customers that come to the Senior Customer Care Advocate have generally already spoken with someone who did not resolve their situation.
- Place outbound calls to customers as required to complete resolution - this role has end to end responsibility for resolution regardless of them owning the actual steps, i.e. technical issues
- Provide management support and escalated or high-profile cases.
- Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry.
- Answer all questions related to our products completely and accurately, and escalate when necessary.
- Own the customer experience and work to exceed their expectations.
- Educate and empower our customers to become better users of their services, directing them toward available resources for self-help as appropriate.
- Self-motivated, learn quickly and adapt to a changing environment with a sense of urgency.

**Case & System Management**:

- Ability to utilize administrative consoles to review artifacts and data to assist with customer inquiries and issues.
- Record relevant case notes into database with strong attention to details and accuracy of information.
- Gather, assemble and preserve facts, statements or affidavits and other evidence for use in 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.
- Use Resolution Center technologies and follow processes in accordance with standards to ensure case-handling accuracy and operational effectiveness, seeing all cases through from beginning to end and within necessary timeframes.

**Leadership Attributes**
- Strong organizational and time-management skills.
- Conduct or assist with new hire classroom training.
- Handle escalated and high-profile cases.
- Assist with standard operating procedure creation and modifications.
- Conduct peer side-by-side coaching sessions.
- Research potential product offerings.
- Stand-in management responsibilities.
- Identify, report, and articulate on current trends and unique customer situations to both internal and external parties.
- Answer questions on the floor when management is unavailable.
- Proactively look for solutions to problems and propose improvements to leadership if something could work better.
- Attend client presentations.
- Special projects as assigned.

**Performance**:

- Achieve SLA requirements by the company such as: Average Handle Time, Quality and Customer Satisfaction Survey scores, Case Cycle Time, Schedule Adherence and other defined KPIs.
- Follow all call regulations as outlined.
- Maintain confidentiality of the organization’s customer and data
- Adhere to policies and procedures internally and comply with external regulations.
- Adhere to break/meal schedule as required.
- Maintain current knowledge of all new laws and regulations pertaining to identity theft.

**Impact You'll Make**:
**Education and/or Experience**:

- High school diploma required. Associate or Bachelor degree is a plus.
- 3+ years fraud experience (identity theft, credit card, cell phone, mortgage, etc.), and consumer assistance and/or fraud resolution
- Proficiency in MS Office and the Internet - strong technical skills with ability to troubleshoot, including accurate data
- entry, and knowledge of / experience in customer-relationship management system(s)
- Exceptional communication via telephone and writing skills required
- 2+ years as a Customer are Advocate or appropriate external experience
- Performance evaluation score Exceeds Expectations at the time of consideration for promotion

TransUnion Job Title

Specialist I, Customer Support Operations

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