Back Office Operations Rep II

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Team Overview

The TransUnion CIBIL Back Office Operations Representative will be working in Consumer disputes and Email Operations process. The Rep is responsible to address and resolve Consumer queries, requests and complaints pertaining to credit reports/scores/dispute. This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

Role Overview And Core Responsibilities

• Will be working in consumer dispute & Email operations process
• Address and Resolve consumer queries/requests/ complaints pertaining to credit reports/score/personal dispute
• Ensure all emails are responded to correctly and completely within the prescribed SLA
• Must be able to draft responses independently as template responses are to be used selectively
• Identify & escalate probable escalations or sensitive issues for faster resolution
• Working on multiple applications and preparing credit report post analyzing complaints
• Regularly interacting with Member bank representatives and direct consumers/entities through phone/email and fast-track resolution of disputes/complaints
• Willing to work on Weekends / Holidays / Shift extension as per Business Requirement
• Willing to work in Permanent Work from Office as per Business Requirement
• Should be comfortable with access restricted area Model which has been implemented across India GCC.
• Should be flexible to make Out calling to members/Consumer on need basis. 
• Need to maintain Quality and Accuracy scores as per the business requirements.

Required Knowledge And Experiences

• Minimum Graduate degree in any stream
• Must have minimum 3-7 years of experience in ‘Banking operations’ or BPO or the BFSI industry
• Excellent communication skills (English) both verbal and written
• Good command of spoken Hindi is preferred, along with the ability to read and understand consumer complaints in Hindi. However, this is not mandatory
• Able to work in fast-paced energy, flexible and should be able to handle workload 
• Should have handled escalation/complaint desk related to banking or insurance products 
• Strong Customer centric service attitude, analytical, and creative problem-solving skills are required
• Experience in Credit Bureaus would be preferred
• Strong Team player 
• Good knowledge of MS – office

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. 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 recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Rep II, Business Operations