Dispute Representative

TransUnion LLC; Makati; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

TransUnion LLC is hiring for a Rep I, Customer Support Operations in Manila. The role covers end-to-end dispute handling, from logging to resolution, with regular communications to stakeholders.

The position is hybrid, involving both virtual work and in-person days at an office location, with a focus on timely updates and accurate tracking of each dispute.

Qualifications

• 1–2 years of experience in customer service/inbound call center with knowledge in FRCA laws and regulations.
• Demonstrated active listening and patience handling escalated emotions with consumer customers.
• Strong English speaking and writing skills with a secondary language for a specific region.
• Highly detailed and organized to flex with changing work priorities and manage multiple high priorities.
• Proficient computer skills navigating the Internet, Web Based Applications, MS Office or other business software.

Responsibilities

• Acknowledge and log disputes in a timely manner.
• Analyze, investigate, and provide resolution to TU Members and individual consumers who raised the dispute.
• Coordinate and make the necessary follow-ups with the relevant parties.
• Provide updates on the status of each dispute via email or a call.
• Update tracker daily, making sure all information is correct.
• Know when to escalate issues, and ensure that escalated cases are treated with urgency/high priority.
• Provide feedback on the efficiency of the current process.
• Work with the members and internal dispute team to accurately and timely resolve disputes.

Skills

Customer service

Communication

Data entry

MS Office

Web-based apps

Tools

MS Office

Web-based applications

Job description

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices Team Overview

Team Overview

The primary role of this position is to ensure that all dispute concerns raised by TransUnion Members and individual consumers are attended to within the accepted TAT. The successful candidate will make sure that the end-to-end process of dispute resolution are carried out following the appropriate compliance requirements. The activities include, but not limited to, logging and tracking of incoming dispute concerns, investigation, processing of correction, sending communications to relevant parties to provide updates of the status, and creation of reports. 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.

Role Overview And Core Responsibilities

• Acknowledge and log disputes in a timely manner
• Analyze, investigate, and provide resolution to TU Members and individual consumers who raised the dispute
• Coordinate and make the necessary follow-ups with the relevant parties
• Provide updates on the status of each dispute via email or a call
• Update tracker daily, making sure all information is correct
• Know when to escape issues, and ensure that escalated cases are treated with urgency/high priority
• Provide feedback on the efficiency of the current process
• Work with the members and internal dispute team to accurately and timely resolve disputes

Required Knowledge And Experiences

1. 1-2 years of experience in a customer service/inbound call center with knowledge in FRCA laws and regulations.
2. Demonstrated active listening skills and patience handling escalated emotions with consumer customers.
3. Strong english speaking and writing skills as well as a secondary language for a specific region.
4. Highly detailed and organized to flex with changing work priorities organized and detail oriented with the ability to manage multiple high priorities.
5. Proficient computer skills navigating the Internet, Web Based Applications, MS Office or other business software.

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's Internal Job Title: Rep I, Customer Support Operations

View TransUnion's Job Applicant Privacy Notice

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.