Customer Care Advocate

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Team Overview

The Consumer Quality Support team at TransUnion plays a critical role in delivering customer assistance for identity protection and resolution services, particularly in sensitive situations such as identity theft or data exposure. This team ensures customers receive timely, accurate, and empathetic support, directly contributing to customer trust, loyalty, and overall engagement. By combining strong customer care with TransUnion’s technology-driven approach, the team supports the company’s mission of providing Intelligent Identity Security. This role reports to Consumer Operations Support Associate Lead. 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.

Role Overview and Core Responsibilities

• Provide customer support for identity-related issues, including data exposure and fraud situations

• Assess customer issues quickly and provide clear, actionable guidance

• Handle inbound/outbound calls and maintain strong customer relationships

• Accurately document interactions and perform data entry in CRM systems

• Troubleshoot basic technical and customer account-related issues

• Manage multiple cases simultaneously with high attention to detail and urgency

• Collaborate with team members and follow guidance while also taking initiative when needed

Available Shifts:

• Shift 1 - 11am to 7:30pm Monday – Friday

• Shift 2 - 11:30am to 8pm Monday – Friday

• Shift 3 - 11:30am - 8:00pm Monday-Friday

• Shift 4 - 8:00 am-4:30pm Saturday – Wednesday

• Shift 5 - 8am to 4:30am Mon-Wed, Sat & Sun

• Shift 6 - 9:30 to 6pm Monday, Thurs, Friday / Sat & Sun 8am to 4:30pm

• Shift 7 - 10:30 to 7pm Mon, Tues, Fri / Sat & Sun 1:30pm to 10pm

Required Knowledge and Experiences

• Microsoft Office (Excel, Word, Outlook) – for documentation and communication

• Customer Relationship Management (CRM) systems – for case tracking and customer records

• Internet and system navigation skills – to efficiently access tools and information

• Data entry and basic troubleshooting skills – for accurate issue resolution

Required Knowledge & Experiences

• 2+ years of customer service or contact center experience – required to handle customer interactions effectively

• Experience in industries like identity theft, financial services, credit cards, telecom, or mortgage – helps understand customer issues

• High school diploma required; associate or bachelor’s degree preferred – ensures foundational knowledge

Preferred Skills

• Strong communication skills (verbal and written) – to clearly explain complex issues

• Empathy and customer-first mindset – improves customer satisfaction and trust

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purc