Incident Coordinator - Italian

Transunion; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

TransUnion is seeking an Incident Coordinator fluent in Italian to enhance its CyberScout team. This role involves client service, fraud examination, and administration within a hybrid working environment. With a focus on customer care, the coordinator will support clients through incidents, providing expert assistance and managing expectations while contributing to project development.

Benefits

26 days' annual leave + bank holidays (increasing with service)

Global paid wellness days off + a bonus day for your birthday

Contributory pension scheme + access to Employee Stock Purchase Plan

Private healthcare + wellbeing programs

Access to diversity forums and communities

Qualifications

• Experience in a client-facing role similar to customer service.
• Fluent in Italian and English.
• APA, CIP, or working towards QFA or equivalent is an advantage.

Responsibilities

• Screen and interview clients regarding breach/fraud and/or identity theft.
• Examine information to determine severity of fraud or theft.
• Provide professional customer service to clients.

Skills

Fluent in Italian

Fluent in English

Client-facing experience

Attention to detail

Analytical skills

Customer-focused

Communication skills

Interpersonal skills

MS Office proficiency

Tech-savviness

Education

Bachelor's Degree

Job description

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What We'll Bring:

We Are TransUnion:

TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

We're looking for an Incident Coordinator - Italian to join our growing CyberScout team.

Shift days: Monday to Friday, 10:30am - 19:00pm

Day to Day You'll Be:

Customer Service:

• Screen and interview clients by telephone to gather information regarding breach/fraud and/or identity theft
• Examine and analyze information to determine the severity of the fraud, breach and/or identity theft
• Exercise independent judgment in setting priorities to ensure that deadlines and due dates are met
• Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
• Manage customer and client expectations
• Act as point of contact for customer, client and internal experts
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims
• Prepare letters, initiate telecommunication and acts as a liaison to creditor, law enforcement and government agencies
• Consult with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation
• Escalate and refer incidents requiring assistance from other internal departments, coordinate discussions, meetings and updates

Administrative:

• Identify, report, and articulate current trends and unique client or customer situations to internal and external parties
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
• Prepare written proposals for breach services that fit the situation
• Participate in project plan development, monitoring and reporting
• Manage document and data transfers between company and clients
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating delivery
• Ensure timely communication to internal team members, clients and other third parties such as client's counsel
• Record and detail relevant case notes into database with attention to detail and accuracy
• Ensure closure of all resolved incident records and final reports to clients/customers
• Be accountable for overall breach/fraud incident process efficiency and effectiveness
• If applicable, provide language translation for correspondence, reports, training documents, etc.
• If applicable, provide live language interpretation between clients and internal departments

Essential Skills & Experience:

• Fluent in Italian and English
• Experience in a client-facing role similar to customer service
• APA, CIP, or working towards QFA or equivalent is an advantage
• Ability to manage multiple tasks at varying pace
• Proficient with MS Office; tech-savvy
• Proficient with reporting systems and client management systems is an advantage
• Strong written and verbal communication skills
• Excellent interpersonal skills and good listening ability
• Ability to elicit cooperation from diverse sources
• Keen attention to detail
• Proven analytical and problem-solving skills
• Ability to prioritize and execute tasks effectively in high-pressure environments
• Results-driven and customer-focused
• Team player with a collaborative work style
• Self-motivated with minimal supervision

Desirable Skills & Experience:

• Bachelor's Degree
• Additional language skills are a plus

Impact You'll Make:

What's In It For You?

Join a friendly, forward-thinking global company. Benefits include:

• 26 days' annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day for your birthday
• Contributory pension scheme + access to Employee Stock Purchase Plan
• Private healthcare + wellbeing programs
• Access to diversity forums and communities

Growth Opportunities:

If you lack some skills, we are open to training and development for the right candidate. We support growth and thrive together.

Flexibility at TU:

We offer inclusive and flexible policies to balance work and personal responsibilities. Part-time or flexible arrangements can be discussed.

Additional Support:

We foster an inclusive workplace. Let us know if you need reasonable adjustments during recruitment or employment.

Interview & Hiring:

Most processes are virtual. In-person interviews will be communicated.

We do not accept unsolicited CVs from agencies. Agencies on our PSL will be contacted if needed.

Life at TU UK:

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This is a hybrid role involving both virtual and in-person work at an TU office at least two days a week.