Customer Support Specialist

1 day ago


Chicago, Illinois, United States TrueLink Full time

About the Role:


As a Customer Care Advocate at TransUnion, you will serve as the first point of contact for customer issues, requiring exceptional communication skills and dedication to customer satisfaction.



What We're Looking For:



  • A high school diploma is required; an associate or bachelor's degree is a plus
  • At least 2 years of experience in customer service or contact center environments, preferably in industries like identity theft, credit cards, cell phones, mortgages, or financial services
  • Proficiency in MS Office and strong technical skills with ability to troubleshoot, including accurate data entry and knowledge of customer-relationship management systems


Shift Hours:


The role requires working Monday through Thursday from 10:30 am to 7 pm EST and Saturdays from 9:30 am to 6 pm EST.



Your Impact:



  • Provide top-notch customer care by offering expert assistance to potential victims of identity theft in a fast-paced contact center environment
  • Show active listening skills to understand customers' concerns, display empathy, and provide suitable responses or remedies to resolve their issues
  • Educate and advise customers on steps to protect their identities
  • Ensure prompt yet thorough resolution of customer concerns and inquiries
  • Answer questions about products accurately and escalate when necessary
  • Deliver exceptional support by answering questions, providing proactive identity protection advice, and assisting customers with queries related to credit services and monitoring
  • Resolve customer concerns to their satisfaction within Resolution Center guidelines and company standards
  • Drive first-contact resolution and aim to exceed customer expectations
  • Empower customers to make the most of their services, directing them to available resources as needed
  • Makes outbound calls to complete resolutions and proactively seeks solutions to problems, proposing improvements to leadership if possible


This position involves regular work in a hybrid setting, combining remote and in-person responsibilities at a designated TU office location for at least two days a week.



Benefits:


TransUnion offers flexible benefits, including paid time off, tuition reimbursement, parental leave, 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 online learning, and access to Employee Resource Groups.



We are committed to diversity and inclusion. As an equal opportunity employer, we welcome applicants from diverse backgrounds and consider all qualified candidates 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.



Compensation:


The salary range for this position is $39,300 - $62,700. This reflects the general compensation range for this job and does not include bonus incentives. This role is eligible for bonuses. Compensation is based on individual factors such as education, training, work experience, and market considerations.
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