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What We'll Bring:
The Rep II, Consumer Operations Support for Special Handling is charged with managing the various touch points - email, voice and written correspondence through which consumers, certain business-to-business customers and partners interact with the company. Our Operational Center of Excellence prides itself in providing capabilities through the sharing, adoption and establishment of best practices. We are a globally integrated operational team organized and equipped to meet all required service levels. Accountabilities and job responsibilities are more complex in nature. Given an associate' experience and knowledge, they will manage specialty accounts such as CSSI Investigations, DHI voice /data processes and combined files. Reps typically demonstrate the aptitude and ability to take on critical processes while managing quality production standards. Acts as a mentor to Rep I's.

• High school diploma required, Associate's degree preferred. Prior professional work experience required: 2+ years' experience with demonstrated competencies (minimum of 1- 2 with Trans Union directly preferred)
• Experience and understanding of TU practices, procedures, and compliance requirements
• Must possess excellent listening and communication skills with the ability to make decisions appropriately and independently
• Demonstrated understanding of credit reporting laws and regulations
• Must be proficient with Microsoft Office Products, especially Microsoft Word and Excel
• Demonstrated analytical, summarization, conceptualization and prioritization skills in a rapidly changing environment
• Familiar with TU systems and reporting capabilities
• Consistent performance managing Customer concerns and escalated matters
• Demonstrated ability to perform multiple tasks while maintaining production standards, experiencing unexpected volumes and system concerns
• Strong attention to detail
• Extreme confidentiality in all matters relating to the position

• Analyze and process complex consumer files received from various internal / external business partners providing prompt resolution.
• Provides ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management. Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.
• Delivers expedited support to high profile customers providing expedited resolution.
• Answers and responds to incoming calls, emails or faxes received from consumers and customers. Agents provide prompt resolution to escalated inquiries including the following: consumer disputes, fraud resolution, and identity theft for (minors/adults).
• Completes work referred from offshore vendor and ensures that all TU and FCRA guidelines, procedures and policies have been followed, as well as tracking levels of accuracy.
• Analyze consumer contact data to determine error trends in our current practices and provide feedback to your team lead based on early recognition of potential training issues.
• Works on special projects as assigned.
• Performs other related duties as assigned such as mentoring
• Converses effectively (verbal and written) to peers and partners in ways that supports transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situations, asks questions with follow-ups, and solicits advice prior to taking action
• Leverages expertise and contacts to solve problems, gain knowledge or improves processes
• Anticipates growing customer needs and expectations to continuously improve service delivery or process
• Treats customers courteously, responds to their requests in a timely manner, proactively identifies customer needs, and takes responsibility to resolve complaints
• Establishes and maintains relationships and alliances with peers and contacts with access to information and to key business partners. Shares information and advice on how to get things done and who to involve
• Goes beyond basic service expectations to help customers on a consistent basis
• Demonstrates commitment to TU's goals, initiatives, policies and procedures through communication and actions
• Shares information that is accurate and complete