TransUnion's Job Applicant Privacy Notice
What We'll Bring:
As part of a shared services team for all lines of business, you are responsible for ensuring that all SEC processes are adhered to and that your service to our clients is efficient, transparent, and world-class.
You will be expected to complete the following on a daily basis:
- Manage the SEC mailbox and action requests within specified SLA’s.
- Interact with customers and various stakeholders in the organization via Email, Telephone, Skype, Microsoft Teams, and Zoom to assist with pre or post-sales service requests.
- Maintain an exceptional standard of work when actioning customer issues, queries, requests, incidents, or complaints.
- Quality check your own closure of tickets on a daily/weekly/monthly basis (tickets are worked on and all fields updated in order to achieve excellent reporting).
- Work as part of a team.
- Provide ways to improve inefficiencies within your role or as part of a team.
- Ensure that management requests/deadlines are met timeously.
- Compile service reports.
- Submit honest and accurate claims (e.g., Client visits, Cellphone claims, etc.).
What You'll Bring:
- Training: Must be able to conduct training on Bureau systems (Wisdom, TU Direct, EIR & Inside Data) and provide telephonic training to clients on password resets or any errors received on TU operating systems.
- Contracts: Must be able to Quality Check Onboarding documents for Sales (Contracting, Credentialing) – will be taught on the job.
- Tenders: Must be able to complete all Tender documents received timeously, quality check all documents received, obtain relevant signatures, and ensure that the Tender packs are completed and submitted to Sales before the due date.
- Vendor Management: Must be able to complete all documentation for submission.
- Requests for Quotations: Must be able to complete RFQ’s.
- Request for Analysis: Must be able to complete all RFA’s.
Impact You'll Make:
What you will need:
- A relevant degree or diploma or studying towards a qualification.
- Minimum 3 - 5 years of work experience in a Customer Support role or similar.
- Knowledge of software applications & technologies used by the supported group.
- Excellent customer service skills.
- Excellent verbal and written skills.
- Strong listening skills.
- Ability to prioritize customer requests.
- Ability to work independently and/or as part of a team.
- Ability to manage deadlines effectively.
- Ability to handle stressful situations.
- Ability to communicate and interact with individuals at all levels in the business.
- Ability to adapt to role changes within the business unit as and when the requirements change.
- A good understanding of the National Credit Act & associated regulations.
- Develop an understanding of the technical aspects of products and services used at TU.
- Be resilient with changes to the organization and business unit.
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 II, Customer Support Operations
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