Customer Services Representative (Special Handling Investigator)

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

TransUnion believes in investing in the best people. Our dynamic and diverse environment values and promotes the growth of associates in their jobs, roles and careers. Our organization supports ambitious individuals who seek career satisfaction and development.

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You'll Bring:

• 2+ years of professional work experience in Customer Service/Operational capacity.
• Experience and ability to effectively organize and multi-task.
• Adept at working with complaints, and use judgement to escalate when appropriate.
• The incumbent must conduct himself/herself with a professional demeanor when helping other associates, consumers, law enforcement as well as customers.  
• Strong attention to detail, problem solving, decision-making, and organizational skills, is required.   
• Knowledge of consumer reporting and privacy statutes would be an asset.
• Diploma in a business, legal studies or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
• This position may require some travel.

Impact You'll Make:

The Special Handling Investigator is responsible for providing one-touch resolution service for escalated or high-touch complaints.   This position serves as the Operations Subject Matter Expert on handling disputes/complaints from Consumers regarding their credit information.   The incumbent will investigate the required and/or disputed information by contacting credit grantors or necessary business establishments and advising the consumer of the outcome. The incumbent will perform detailed research for all complaints and recommend required action in resolving all issues efficiently.

• To handle investigations and communication for consumers challenging TransUnion’s compliance; complaints can include privacy, regulatory, 3rd party complaints, accessibility, litigation, media, presidential, etc.
• To make necessary changes to the credit information and advise the consumer of outcome of the investigation.
• To provide litigation support to the Legal department, as required.
• To gather data, analyze issues and make recommendations to ensure business unit compliance and ensure top quality data standards.
• To track complaints and report up to the Operations Management team on volumes and trending issues.
• To assist in the development of training materials and deliver training to internal associates and Vendors, as required.
• To assist law enforcement with production order request
• Potential to attend legal matters on behalf of TransUnion
• To perform other related duties or projects as assigned.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

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

TransUnion's Internal Job Title:

Rep III, Consumer Operations Support