Fraud Solutions — Customer Experience Consultant

TransUnion LLC; Reston (VA); Hybrid; USD 72,000 - 105,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Paid holidays

Job summary

TransUnion LLC in Reston, Virginia seeks a Consultant, Consumer Experience to join the Customer Experience team. The role blends operational and technical support across fraud and identity platforms, with regular virtual work and in-person days at an office.

You will lead customer initiatives, manage projects end-to-end, respond to tickets within SLA, monitor service metrics, and collaborate with Sales, Product, and technical teams to translate insights into practical solutions.

Qualifications

• Strong customer-service orientation and ability to translate findings into practical solutions.
• Ability to manage multiple priorities and coordinate with remote teams.

Responsibilities

• Build customer confidence through timely, reliable communication and project management.
• Lead customer initiatives from kickoff to successful implementation.
• Serve as first line of support for day-to-day questions from standard customers.
• Monitor service statistics and track issues through resolution.
• Provide operational support for fraud and identity platforms in collaboration with internal teams.
• Identify opportunities and develop data-informed solutions aligned with customer objectives.
• Strengthen relationships by communicating insights to Sales and informing product roadmap.
• Collaborate with cross-functional teams and executives to deliver high-quality results.
• Attend to on-call incidents and support across time zones, including Pacific Time hours.

Skills

3+ years experience

Project management

Customer success

Education

Bachelor's degree

Job description

TransUnion LLC in Reston, Virginia seeks a Consultant, Consumer Experience to join the Customer Experience team. The role blends operational and technical support across fraud and identity platforms, with regular virtual work and in-person days at an office.

You will lead customer initiatives, manage projects end-to-end, respond to tickets within SLA, monitor service metrics, and collaborate with Sales, Product, and technical teams to translate insights into practical solutions.