Special Handling Consumer Support Agent - TransUnion

What We'll Bring:

Special Handling is charged with managing the various touch points – email, voice and written correspondence through which consumers, certain business-to-business customers and partners interact with the company. Our Operational Center of Excellence prides itself in providing capabilities through the sharing, adoption and establishment of best practices. We are a globally integrated operational team organized and equipped to meet all required service levels.

This position is responsible for reviewing work referred from our global partners to ensure completeness and accuracy of files/telephone calls deemed out of scope. In addition, the representative will maintain constant communication with Team Leader regarding any issues or error trends.

What You'll Bring:

• Answers and responds to incoming calls, emails or faxes received from consumers and customers. Agents provide prompt resolution to escalated inquiries including the following: consumer disputes, fraud resolution and identity theft for (minors/adults)
• Completes work referred from offshore vendor and ensures that all TU and FCRA guidelines, procedures and policies have been followed, as well as tracking levels of accuracy
• Analyze consumer contact data to determine error trends in our current practices and provide feedback to your team lead based on early recognition of potential training issues
• Works on special projects as assigned
• Performs other related duties as assigned

Impact You'll Make:

Qualifications:

• High school diploma required and minimum of twelve months previous work experience in a customer contact role. Call center environment (Consumer Contact Center) and an Associate’s degree preferred
• Must possess the ability to multi task and work independently
• Must possess good listening and communication skills with the ability to accurately make independent decisions
• Analytical, summarization, conceptualization and prioritization skills in a rapidly changing environment
• Familiar with Microsoft Office Products, especially Microsoft Word and Excel

• Ability to perform multiple tasks in environment that changes daily based on incoming work
• Ability to maintain focus, flexibility, and organization
• Strong attention to detail
• Understanding of credit reporting laws preferred
• Extreme confidentiality in all matters relating to the position
• Ability to apply learned behaviors to determine when to escalate issues