Incident Coordinator - Arabic / French

TransUnion is a major credit reference agency, offering specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across various sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

We’re looking for an Incident Coordinator - Arabic / French to join our growing CyberScout team.

• Customer Service: Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft. Examine and analyse information to determine the severity of the fraud, breach and/or identity theft. Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft. Manage customer and client expectations. Act as point of contact for customer, client and internal experts. Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims. Prepare letters, initiate telephone communications and act as a liaison to creditor, law enforcement and government agencies. Communicate clearly to customers the services and support offered. Consult with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation. Escalate and refer any incidents that require assistance from other internal departments, coordinating discussions, meetings and updates.
• Administrative: Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties. Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft. Prepare written proposals for breach services that fit the situation. Participate in project plan schedule development, monitoring and reporting. Direct document and data transfers between company and clients. Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating delivery to mailing service. Ensure timely communication to internal team members, clients and other 3rd parties such as client’s counsel. Record and detail relevant case notes into database with strong attention to detail and accuracy of information in a timely manner. Ensure the closure of all resolved and confirmed Incident records and final report to the client/customer. Accountable for the overall breach/fraud incident process efficiency and effectiveness. If applicable, provide language translation for correspondence, reports, training documents, and other internal documents as necessary. If applicable, provide live language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with Forensic and Privacy experts.

• Fluent in French, Arabic and English.
• Track record years of experience working in a client-facing position similar to customer service.
• APA, CIP, and/or working towards a QFA or equivalent is an advantage.
• Ability to manage multiple tasks moving at varying pace.
• Proficient with MS Office suite; tech-savvy.
• Proficient with reporting systems e.g. claims/client management systems is an advantage.
• Strong written and verbal communication skills.
• Excellent interpersonal skills - good listener.
• Ability to elicit cooperation from a wide variety of sources, including North American Teams, clients and other departments.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritise and execute tasks in a high-pressure environment; very organised.
• Results-driven and customer-focused.
• Team player; collaborative work style is vital as is in keeping with companywide ethos.
• Self-motivated; able to work with little supervision.

• Bachelor's Degree.

At TransUnion you will be joining a friendly, forward-thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams), our benefits package includes:

• 26 days’ annual leave + bank holidays (increasing with service).
• Global paid wellness days off + a bonus day off to celebrate your birthday.
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan.
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools.
• Access to our diversity forums and communities so you can get involved in causes close to your heart.

If there’s something on the list of essential/desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part-time or flexible working arrangement and we can discuss this with you.

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process.

Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in-person interview, your recruiter will inform you of this.