Rep 1, Voice Operations

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Team Overview

The Consumer Operations Support team assists customers and consumers who use TransUnion products and services by providing responsive, accurate support across inbound voice and other service channels. The team helps deliver a consistent consumer experience while ensuring inquiries are handled in accordance with established policies, procedures, and compliance requirements. This role reports to the Lead, Consumer Operations Support. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

• Professionally manage inbound phone calls from customers and consumers, along with assigned emails and other support activities, within established service and quality parameters. 

• Learn and maintain current knowledge of TransUnion products, services, systems, processes, policies, and tools, applying that knowledge consistently during consumer interactions. 

• Deliver an exceptional bilingual customer experience in English and Spanish by anticipating consumer needs, taking ownership of inquiries, and using available resources to identify appropriate solutions. 

• Resolve consumer questions within established time frames and, when an immediate resolution is not possible, complete the necessary follow-up actions and provide timely feedback to the consumer. 

• Educate customers and consumers, when applicable, about TransUnion products, processes, and relevant regulatory information. 

• Accurately and efficiently capture customer and consumer information, interaction details, and other data relevant to each inquiry. 

• Apply an understanding of U.S. credit and financial principles when supporting consumers and responding to questions. 

• Partner with Quality Assurance and the team lead to act on feedback and coaching, strengthen individual performance, and consistently deliver high-quality service. 

• Meet individual and departmental performance expectations, including schedule adherence, auxiliary-time usage, quality standards, average handle time, productivity requirements, and compliance with company and departmental procedures; perform other duties as assigned. 

Required Knowledge And Experiences

• Professional fluency in English and Spanish, with the ability to communicate clearly and appropriately with customers and consumers in both languages. 

• Experience providing efficient customer or consumer support in an inbound contact center environment. 

• Knowledge of U.S. credit and financial principles sufficient to support consumer inquiries and provide accurate information. 

• Ability to learn and consistently apply product, service, policy, process, regulatory, and compliance knowledge in a customer-support environment. 

Required Technical Skills 

• Ability to use contact center systems and tools to manage inbound voice interactions and assigned email-based support activities. 

• Ability to accurately document consumer interactions and capture relevant customer and case information in applicable systems. 

• Ability to navigate multiple product, process, policy, and knowledge resources while assisting a customer or consumer. 

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in: 

• Experience supporting outbound contact center or back-office operations. 

• Experience working in a performance-driven environment with service-level, quality, productivity, schedule-adherence, and average-handle-time expectations. 

• Ability to respond positively to coaching and use feedback to continuously improve service quality and individual performance. 

• Strong problem-solving, active-listening, data-entry, and follow-through capabilities. 

• Ability to maintain an appropriate, professional, and consumer-focused tone during a variety of interactions. 

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TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

 

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Rep I, Consumer Operations Support