Special Handling Rep II
TransUnion
Burlington, Canada
3d ago

What We'll Bring :

Provides administrative and operational support to internal / external customers, consumers of customers, and escalated consumers requiring special handling.

This position will coordinate with consumers of customers and escalated consumers, to resolve Credit Monitoring account issues, and escalate unresolved issues related to their credit file.

During escalation, will perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently.

This team is also responsible for administrative tasks, such as; management of a shared mailbox of incoming emails and enrollments / cancellations for our partners and their Credit Monitoring & Creditview product.

The Rep II of Special Handling should be passionate about enabling customer success and has superior relationship management and communication skills.

This role requires a people person and a powerful communicator who can manage difficult and complex client / inter-departmental situations that need strong guidance and resolution.

What You'll Bring :

Rep II Special Handling, CAN Operations

Job Description

Provides administrative and operational support to internal / external customers, consumers of customers, and escalated consumers requiring special handling.

This position will coordinate with consumers of customers and escalated consumers, to resolve Credit Monitoring account issues, and escalate unresolved issues related to their credit file.

During escalation, will perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently.

This team is also responsible for administrative tasks, such as; management of a shared mailbox of incoming emails and enrollments / cancellations for our partners and their Credit Monitoring & Creditview product.

The Rep II of Special Handling should be passionate about enabling customer success and has superior relationship management and communication skills.

This role requires a people person and a powerful communicator who can manage difficult and complex client / inter-departmental situations that need strong guidance and resolution.

Responsibilities

  • Is the single point of contact for consumer escalations and as such, is the liaison between our call-centres and TransUnion Burlington.
  • Researching and handling escalated issues identified by customers, consumers, or account managers. Collecting accurate information and documenting unresolved issues.
  • Promotes teamwork and cooperative effort.
  • Manages incoming calls and emails
  • 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
  • Keeps accurate records of consumer interactions, disputed consumer information, online product support and assistance
  • Follow communication procedures, guidelines and policies
  • Utilizes available resources and guidance from Operation leads in order to deliver the best customer solutions
  • Performs administrative, routine and other related duties as required and assigned by the Team Leader or Manager of Operations
  • Meets or exceeds in quality assurance metrics and service level agreement targets
  • Exercises high level of trust and confidentiality
  • Requirements

  • Excellent time management skills, with the ability to prioritize and multitask, work under shifting deadlines in a fast-paced environment
  • Proven customer / consumer support experience or experience as a client service representative.
  • Displays strong attention to detail and excellent communication skills French language is an asset
  • Strong call handling and active listening skills with the ability to handle irate consumers
  • Problem solving and willingness to take initiative to try different approaches and propose new solutions
  • Ability to work effectively both independently, unsupervised and as a team
  • Takes full responsibility and the required action for assigned tasks
  • Excellent knowledge of Microsoft® Office Applications and web based applications
  • Impact You'll Make : n / a

    n / a

    Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

    TransUnion's Internal Job Title :

    Rep II, Consumer Operations Support

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