Customer Care Advocate

TransUnion; Crum Lynne (PA); On-site; USD 10,000 - 60,000; Full time

Job summary

TransUnion seeks a Customer Care Advocate to provide exceptional service to customers facing identity theft challenges. This role involves addressing customer inquiries efficiently and with empathy while guiding them through identity protection processes. Ideal candidates will have customer service experience and strong technical skills to thrive in a fast-paced environment.

Benefits

Flexible benefits including paid time off

Health benefits (medical, dental, vision)

401(k) retirement savings with employer match

Tuition reimbursement

Employee stock purchase plan

Qualifications

• 2+ years of Customer Service or Contact Center experience.
• Experience in identity theft and financial services preferred.
• Strong technical skills with ability to troubleshoot.

Responsibilities

• Provide expert assistance to potential victims of identity theft.
• Ensure prompt service and full resolution of customer inquiries.
• Educate customers on identity protection steps.

Skills

Customer Service

Technical Skills

Empathy

Education

High school diploma

Associate or bachelor’s degree

Tools

MS Office

Customer-relationship management systems

Job description

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What We'll Bring:

At TransUnion, 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 encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

As a Customer Care Advocate, you are the first-line contact for customer issues which requires a polished professional with true customer dedication.

What You'll Bring:

• High school diploma required. Associate or bachelor’s degree is a plus.
• 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary. Preferred industries: identity theft, credit card, cell phone, mortgage, financial services.
• Proficiency in MS Office and the Internet - strong technical skills with ability to troubleshoot, including accurate data entry, and knowledge of / experience in customer-relationship management system(s)

Shift Hours:

Sunday-Tuesday 930-6pm EST, Thursday-Friday 10:30am-7pm EST (shift differential for the weekends) OR Monday- Wednesday 11:30 am- 8 pm EST Saturday & Sunday 9:30 am -6:00 pm EST(shift differential for the weekends) OR Monday-Thursday- 10:30 am-7pm EST Saturday, 9:30 am -6:00 pm EST (shift differential for the weekends)

Impact You'll Make:

• Provide extraordinary customer care in a professional manner by providing expert assistance to potential victims of identity theft through breaches or other circumstances in a fast-paced structured contact center environment

• Demonstrate active listening to understand the customer’s issue, display empathy and provide the appropriate response or remedy to resolve all concerns

• Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity

• Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry.

• Answer all questions related to our products completely and accurately, and escalate when necessary

• Provide exceptional care and support to customers by answering questions, providing proactive identity protection and advice, and assisting the customers with questions and issues connected to credit services and credit monitoring through impressive communication skills

• Resolve customer concerns to the satisfaction of the customer, within Resolution Center guidelines (taught in training) and up to Company standards

• Drive first contact - own the customer experience and work to exceed their expectations

• Educate and empower our customers to become better users of their services, directing them toward available resources for self-help as appropriate

• Place outbound calls to customers as required to complete resolution

• Proactively look for solutions to problems and propose improvements to leadership if something could work better

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

Pay Scale Information : The pay range for this position is $18.22 - $26.44 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion's Internal Job Title:

Rep II, Consumer Operations Support