Team Overview
The primary role of this position is to ensure that all dispute concerns raised by TransUnion Members and individual consumers are attended to within the accepted TAT. The successful candidate will make sure that the end-to-end process of dispute resolution is carried out following the appropriate compliance requirements. The activities include, but not limited to, logging and tracking of incoming dispute concerns, investigation, processing of correction, sending communications to relevant parties to provide updates of the status, and creation of reports.
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
•Acknowledge and log disputes in a timely manner
•Analyze, investigate, and provide resolution to TU Members and individual consumers who raised the dispute
•Coordinate and make the necessary follow-ups with the relevant parties
•Provide updates on the status of each dispute via email or a call
•Update tracker daily, making sure all information is correct
•Know when to escalate issues, and ensure that escalated cases are treated with urgency/high priority
•Provide feedback on the efficiency of the current process
•Work with the members and internal dispute team to accurately and timely resolve disputes
Required Knowledge and Experiences
1.1-2 years of experience in a customer service/inbound call center with knowledge in FCRA laws and regulations.
2.Demonstrated active listening skills and patience handling escalated emotions with consumer customers.
3.Strong English speaking and writing skills as well as a secondary language for a specific region.
4.Highly detailed and organized to flex with changing work priorities, organized and detail oriented with the ability to manage multiple high priorities.
5.Proficient computer skills navigating the Internet, Web Based Applications, MS Office or other business software.
TransUnion's Internal Job Title: Rep I, Customer Support Operations
