Dispute Representative

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

Job summary

TransUnion Philippines is seeking a Rep I, Customer Support Operations to handle dispute concerns from members and individual consumers. The role combines virtual duties with in-person work at an assigned TU office location for a minimum of two days each week.

Responsibilities include logging and investigating disputes, providing timely resolutions, updating the tracker daily, and communicating status updates via email or calls, while working with the internal dispute team to ensure timely

Qualifications

• 1-2 years of experience in a customer service/inbound call center.
• Knowledge of FRCA laws and regulations.
• Strong English speaking and writing skills.
• Highly detailed and organized with the ability to manage multiple high priorities.

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

Skills

Active listening

Patience under pressure

Tools

MS Office

Job description

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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

• 1-2 years of experience in a customer service/inbound call center with knowledge in FRCA laws and regulations.
• Demonstrated active listening skills and patience handling escalated emotions with consumer customers.
• Strong english speaking and writing skills as well as a secondary language for a specific region.
• Highly detailed and organized to flex with changing work priorities organized and detail oriented with the ability to manage multiple high priorities.
• 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