Fraud Solutions: Customer Engagement Lead

TransUnion; Chicago (IL); Hybrid; USD 72,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

HSA and FSA options

Life and AD&D insurance

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Paid time off and holidays

Job summary

TransUnion is seeking a Customer Engagement Consultant – Fraud Solutions in the Chicago area to lead customer initiatives, coordinate cross-functional teams, and drive successful fraud and identity platform implementations.

You will serve as the first line of support, monitor SLAs, and translate customer needs into practical, data-informed solutions, while collaborating with Sales, Product, and technical teams across time zones.

Qualifications

• Bachelor’s degree in business, finance, computer science, or a related field, or equivalent relevant education and experience that supports effective customer consultation and technical problem-solving.
• At least three years of experience in consulting, project management, implementation management, fraud management, customer success, or related discipline, with demonstrated ownership of customer initiatives and outcomes.
• Strong customer-service orientation and ability to communicate complex ideas clearly in English, verbally and in writing, across organizational levels.
• Ability to manage multiple priorities, collaborate effectively with remote teams, make decisions within established policies and business plans, accommodate meetings across time zones, participate in an on-call rotation, and travel overnight when needed.

Responsibilities

• Build customer confidence through timely, reliable communication, effective project management, and consistent follow-through.
• Lead customer initiatives throughout the project lifecycle, coordinating activities, stakeholders, and deliverables to support successful implementations and project outcomes.
• Serve as the first line of support for day-to-day operational and technical questions from standard support customers, responding to tickets within established departmental SLA requirements.
• Monitor service statistics, prepare detailed reports, and accurately track customer issues through complete resolution.
• Provide operational support for customer issues involving fraud and identity platforms, products, and solutions, partnering with internal teams as needed.
• Consult with customers to identify opportunities and challenges and develop practical, efficient, and data-informed solutions aligned with their objectives.
• Strengthen customer relationships by identifying needs beyond direct project work, communicating relevant opportunities and insights to Sales, and representing the voice of the customer to help inform the sales process, product roadmap, and future solution and feature innovation.
• Build effective relationships with local and remote cross-functional team members, sponsors, key stakeholders, and executives.
• Take ownership of assigned work and deliver high-quality results and recommendations in a fast-paced environment with limited guidance.
• Willingness to work flexible hours as needed to support on-call and critical customer incidents and collaborate with globally distributed teams and customers.
• Must be available to work Pacific Time (PT) hours to ensure adequate coverage and support for customers.

Skills

Project management

Stakeholder coordination

Fraud solutions knowledge

English communication

Customer success

Education

Bachelor’s degree in business/finance/CS or related field

Job description

TransUnion is seeking a Customer Engagement Consultant – Fraud Solutions in the Chicago area to lead customer initiatives, coordinate cross-functional teams, and drive successful fraud and identity platform implementations.

You will serve as the first line of support, monitor SLAs, and translate customer needs into practical, data-informed solutions, while collaborating with Sales, Product, and technical teams across time zones.