Dispute Representative

TransUnion Information Solutions Inc.; Makati; On-site; PHP 279,000 - 558,000; Full time

Job summary

TransUnion Information Solutions Inc. in Metro Manila seeks a Dispute Resolution Specialist who will log, investigate, and resolve disputes raised by TU members and consumers within target turnaround times.

You will update trackers, communicate status via email or calls, escalate urgent cases, and work with the disputes team to ensure compliant and timely resolutions. Ideal candidates have customer service experience, knowledge of FRCA laws, and strong English communication skills in a

Qualifications

• Experience in customer service or inbound call center work.
• Knowledge of FRCA (Fair Credit Reporting Act) laws and regulations.
• Strong English speaking and writing skills; additional language helpful.
• Highly detailed and organized; able to manage multiple priorities.
• Proficient with Internet navigation and MS Office or similar software.

Responsibilities

• Acknowledge and log disputes in a timely manner.
• Analyze, investigate, and provide resolution to disputes.
• Coordinate and follow up with relevant parties.
• Provide status updates via email or phone.
• Update tracker daily with accurate information.
• Escalate urgent/high-priority cases when needed.
• Provide process feedback and support improvements.
• Collaborate with internal dispute team to resolve disputes promptly.

Skills

Dispute resolution

Customer service

English communication

Active listening

Tools

MS Office

Web apps

Job description

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.

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. With relevant years of experience in a customer service/inbound call center with knowledge in FRCA (Fair Credit Reporting Act) 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.