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Bilingual Customer Care Advocate- Hybrid

4 months ago

Chicago, Illinois, United States TransUnion Full time

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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 will provide exceptional customer service and assistance to our customers when they need us most. In situations where the customer has experienced the exposure of their personal information your role is to be both an empathetic listener and a problem solver. Our brand signifies Intelligent Identity Security through technology and our people.
As a Customer Care Advocate, you are the first-line contact for customer issues which requires a polished professional with true customer dedication. Your ability to trouble shoot and give effective clear explanations through a deep understanding of our products and platforms will enable your success with Sontiq and our customers.
What You'll Bring:

  • High school diploma required. Associate or bachelor's degree is a plus.
  • Spanish bilingual language ability
  • 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)
  • 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


Hours:
Saturday-Wednesday schedule (8:30 AM- 5 PM MST / 11:30 AM- 8 PM EST/ 10:30 AM-7 PM CST)
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


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.
Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.
We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
Pay Scale Information :
The salary range for this position is $39, $62, *The salary range for this position reflects the general range of compensation for this job and does not include our bonus incentive(s). This position is eligible for bonus incentive(s). At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, industry knowledge, as well as the scope and responsibilities of the position, and market considerations.
TransUnion's Internal Job Title:
Rep II, Consumer Quality Support