Representative II - Consumer Operations (3 month contract)

TransUnion; Burlington; On-site; CAD 30,000 - 60,000; Full time

Job summary

A global information solutions provider in Burlington, Canada, is seeking a Representative II in Consumer Operations. This role is essential for managing front-desk operations and ensuring compliance with regulatory standards while delivering outstanding service. Candidates should possess strong organizational skills, a customer service background, and proficiency in English. The position requires in-person work at assigned office locations and offers a dynamic work environment focused on continuous process improvement.

Qualifications

• 2+ years of experience in customer service or operational roles.
• Professional demeanor with consumers and clients.
• Ability to prioritize and multitask effectively.

Responsibilities

• Support front-desk operations.
• Address consumer complaints.
• Process incoming and outgoing mail.

Skills

Customer service experience

Organizational skills

Complaint handling

Attention to detail

Problem-solving abilities

English proficiency

Familiarity with regulations

Independence

Technology comfort

Computer skills

Microsoft Office proficiency

Job description

What We'll Bring:

TransUnion is dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You'll Bring:

• 2+ years of experience in customer service or operational roles.
• Strong organizational skills with the ability to prioritize and multitask effectively.
• Skilled in handling complaints and exercising sound judgment for escalation.
• Professional demeanor when interacting with consumers, colleagues, law enforcement, and clients.
• Exceptional attention to detail, problem-solving, and decision-making abilities.
• Proficiency in English; French is an asset.
• Familiarity with consumer reporting and privacy regulations is a plus.
• Ability to work independently and maintain focus in a fast-paced environment.
• Comfortable with technology and quick to learn new systems.
• Strong computer skills, including the ability to manage and respond to email inquiries, review documents on screen, and navigate multiple applications effectively.
• Proficiency in Microsoft Office and ability to learn new systems quickly.
• Availability to work scheduled hours, Mon-Fri 8:30 AM – 4:30 PM.

Impact You'll Make:

The Representative II – Consumer Operations plays a key role in managing and operational processes, including consumer-facing services, mail handling, document processing and compliance activities. This position ensures accuracy, efficiency, and adherence to regulatory standards while delivering exceptional service.

Key Responsibilities:

• Support front-desk operations by assisting consumers with inquiries, document submissions, and walk-in interactions.
• Address consumer complaints related to privacy, regulatory compliance, third-party issues, accessibility, litigation, and media inquiries.
• Assist in processing incoming and outgoing mail, including registered and returned items, with accuracy and timeliness.
• Provide support to open, sort, scan, and batch critical documents (e.g., contracts, legal communications, departmental requests).
• Provide support to prepare and postmark outgoing mail.
• Provide support to manage fax transmissions and upload documents into internal systems.
• Perform quality checks to ensure compliance and data integrity.
• Maintain accurate logs and reports for daily reconciliation.
• Collaborate with internal teams and external partners to resolve discrepancies.
• Analyze data, identify issues, and recommend solutions to maintain compliance and quality standards.
• Track complaint trends and report findings to Operations Management.
• Assist in creating and delivering training for internal teams and vendors.
• Contribute to special projects and continuous process improvements.
• Perform other duties or projects assigned.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

This job posting is for an existing vacancy. The opening is to backfill a previously held position.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion's Internal Job Title: Rep II, Consumer Operations Support