Rep II, Business Operations

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What We'll Bring:

The Customer Support representative in Operations will provide support to external customers and businesses as they request access for various TransUnion products and solutions. This position works closely with the external customers & internal business units such as: project managers, sales account managers, sales executives, billing, and colleagues in other key departments to provide customer support quickly, accurately, and efficiently.
The Rep II in Operations is responsible for supporting the setup of customer’s access to test and production codes in both TU’s test and production environment by creating and modifying codes, and the generation and modification of existing member codes. Which includes gathering and validating the necessary information from Salesforce, adhering to business policies, and consulting with internal stakeholders as required.

What You'll Bring:

·       Maintains a consistent high level of knowledge regarding TU products, services, and tools.

·       Understands and consistently demonstrates knowledge of specific business processes when performing all back-office operations work.

·       The drive to continuously improve customer relationships, provide superior customer service, and the determination to not only identify and address customer impacting issues, but also the ability to come up with a plan of action for resolution.

·       Ability to prioritize workflow ensuring departmental procedures are maintained in a fast-paced environment.

·       Works with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work product is delivered to customers and consumers.

·       Experience in handling multiple tasks/projects, meeting deadlines on deliverables, providing an amazing customer experience, collaborating with multiple teams, and maintaining process documents up to date.

·       Must bring proven ability to maintain confidentiality and secure sensitive information of Customer.

·       Out of the box thinking in bringing process improvement ideas to simplify the process and reduce overall TAT.
 

We would love to see:

·       2-4 years of experience in a customer service and/or operations environment.

·       Advanced experience in Microsoft Excel, Microsoft Outlook, and Microsoft Word.

·       Experience in analyzing data, data research, and handling unique or difficult customer situations.

·       Achieve SLA requirements with respect to 100% quality and production.

·       Ability to determine when to escalate issues.

·       Ability to maintain focus, flexibility, and Strong attention to details.

·       A positive attitude, excellent communication skills (verbal and written), and the ability to put the interest of the team before individual interests.

Impact You'll Make:

·       Help provide a positive customer experience by supporting TransUnion customers as they onboard and test products & solutions. This includes gathering and validating the necessary information, consulting with the sales team, and facilitating calls with other departments as necessary.

·       You will have a clear understanding of credit reporting laws and internal policies and procedures.

·       You will be part of teams and groups that provide process improvements to the business.

·       Require minimal supervision – able to work with established procedures.

·       Approve or reject requests for work that deviate from various policies, including missing or incomplete request details by focusing on compliance.

·       Assist many stakeholders on a day-to-day basis to resolve problems or to address challenges.

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.

TransUnion Job Title

Rep II, Business Operations