TransUnion is seeking a Bilingual Incident Coordinator for a 12-month maternity leave contract. In this role, you will manage breach, fraud, and identity theft incidents, providing expert assistance and coordinating between clients, customers, and our internal teams. This remote position is central to our mission of helping people access opportunities for a higher quality of life.
What You'll Do
- Screen and interview clients by telephone to compile detailed information regarding incidents.
- Examine and analyze information to determine the severity of fraud, breach, or identity theft.
- Provide professional, courteous customer service and expert assistance to clients and victims.
- Manage customer and client expectations as the primary point of contact.
- Gather, assemble, and preserve facts, statements, and evidence for incident remediation and claims resolution.
- Prepare correspondence and act as a liaison to creditors, law enforcement, and government agencies.
- Communicate clearly to customers the services and support offered.
- Consult with clients on breach incidents to determine the necessity and requirements of remediation.
- Escalate incidents requiring internal expertise and coordinate subsequent discussions and updates.
- Identify, report, and articulate on current trends and unique client situations.
- Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft.
- Prepare written proposals for breach services tailored to specific situations.
- Participate in project plan schedule development, monitoring, and reporting.
- Direct document and data transfers between the company and clients.
- Manage mailings, including data scrubbing, letter production, client approval, and delivery coordination.
- Ensure timely communication to internal team members, clients, and third parties.
- Record detailed and accurate case notes into a database in a timely manner.
- Ensure the closure of all resolved incidents and provide final reports to clients.
- Account for the overall efficiency and effectiveness of the incident process.
- If applicable, provide language translation for correspondence, reports, and training documents.
- If applicable, provide live language interpretation for client interactions with internal teams.
What We're Looking For
- Project Management experience.
- 3-5 years in a client-facing position similar to customer service.
- Ability to manage multiple tasks moving at varying paces.
- Proficient with the MS Office suite; tech-savvy.
- Strong written and verbal communication skills.
- Excellent interpersonal skills and a proven ability to listen effectively.
- Ability to elicit cooperation from a wide variety of sources, including internal teams and clients.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment; very organized.
- Results-driven and customer-focused.
- Team player with a collaborative work style.
- Self-motivated and able to work with little supervision.
- Fluent in English and French.
Nice to Have
- Proficiency with reporting systems, such as claims or client management systems.
Technical Stack
- MS Office suite.
Benefits & Compensation
- Salary: $46,000 - $69,000 annually.
Work Mode
This is a fully remote position with occasional in-person events.
