Customer Care Advocate

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What We'll Bring:

At TransUnion, 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 encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

As a Customer Care Advocate, you are the first-line contact for customer issues which requires a polished professional with true customer dedication.

What You'll Bring:

• High school diploma required. Associate or bachelor’s degree is a plus.
• 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary.  Preferred industries: identity theft, credit card, cell phone, mortgage, financial services.
• 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)

Shift Hours:

Sunday-Tuesday 930-6pm EST, Thursday-Friday 10:30am-7pm EST (shift differential for the weekends)OR Monday- Wednesday 11:30 am- 8 pm ESTSaturday & Sunday 9:30 am -6:00 pm EST(shift differential for the weekends)ORMonday-Thursday- 10:30 am-7pm ESTSaturday, 9:30 am -6:00 pm EST (shift differential for the weekends)

Impact You'll Make:

• Provide extraordinary customer care in a professional manner by providing expert assistance to potential victims of identity theft through breaches or other circumstances in a fast-paced structured contact center environment

• Demonstrate active listening to understand the customer’s issue, display empathy and provide the appropriate response or remedy to resolve all concerns

• Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity

• 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

• Provide exceptional care and support to customers by answering questions, providing proactive identity protection and advice, and assisting the customers with questions and issues connected to credit services and credit monitoring through impressive communication skills

• Resolve customer concerns to the satisfaction of the customer, within Resolution Center guidelines (taught in training) and up to Company standards

• Drive first contact - 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

• Place outbound calls to customers as required to complete resolution

• Proactively look for solutions to problems and propose improvements to leadership if something could work better

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan option