Client Support Specialist

2 weeks ago

White Plains, New York, United States TransUnion Full time

What We Offer:


At TransUnion, we are dedicated to fostering an environment where our team members take charge of their professional growth while receiving support along the way.

We encourage everyone to pursue their interests and take ownership of their career paths.

With the guidance of colleagues and mentors, our team members are equipped with the resources necessary to achieve their goals.

Regardless of job titles, our associates have the opportunity to acquire new skills and demonstrate leadership every day.
Become a part of our organization – you will collaborate with talented individuals, innovative products, and state-of-the-art technology.

As a Customer Care Advocate, you will serve as the primary contact for customer inquiries, necessitating a polished professional with genuine dedication to customer service.


What You Will Bring:
A high school diploma is required. An associate or bachelor's degree is advantageous.
2+ years of experience in Customer Service or Contact Center roles in a remote and/or office environment, especially in a smaller setting where comprehensive knowledge and attention to detail are essential.

Preferred Industries:
identity theft, credit card services, telecommunications, mortgage, financial services.

Proficiency in MS Office and the Internet is required, along with strong technical skills for troubleshooting, accurate data entry, and familiarity with customer relationship management systems.


Work Schedule:
Monday-Thursday: 10:30 am-7:00 pm EST

Saturday: 9:30 am-6:00 pm EST

Your Impact:


Deliver exceptional customer service in a professional manner by providing expert assistance to individuals affected by identity theft due to breaches or other situations in a fast-paced, structured contact center environment.

Exhibit active listening to comprehend the customer's issue, show empathy, and provide the appropriate response or solution to address all concerns.

Guide and inform potential victims of identity theft on the necessary steps to safeguard their identity.
Ensure that service is prompt while fully resolving the customer's issue or inquiry.
Respond to all inquiries related to our products comprehensively and accurately, escalating when necessary.

Provide outstanding care and support to customers by addressing questions, offering proactive identity protection advice, and assisting with inquiries related to credit services and monitoring through effective communication skills.

Resolve customer issues to their satisfaction, adhering to Resolution Center guidelines (as taught in training) and meeting Company standards.

Take ownership of the customer experience and strive to exceed their expectations.

Educate and empower our customers to become more proficient users of our services, directing them to available self-help resources as appropriate.

Make outbound calls to customers as needed to finalize resolutions.
Proactively seek solutions to challenges and suggest improvements to leadership if better methods are identified.

This is a hybrid role, requiring regular performance of job responsibilities both virtually and in-person at an assigned TransUnion office location for a minimum of two days each week.


Benefits:


TransUnion offers flexible benefits, including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional parental leave following any short-term disability, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, opportunities for organizational growth through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.

We are committed to being a workplace where diversity is not only present but celebrated.

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.


Compensation Information:

The salary range for this position is $39,000 to $62,000. *The salary range reflects the general range of compensation for this role and does not include our bonus incentive(s).

This position is eligible for bonus incentive(s).

At TransUnion, actual compensation is determined based on careful consideration of various 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 Operations Support.

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