Customer Service Incident Coordinator (German & Additional Language Speaker)

What We'll Bring: TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring: We’re looking for a Customer Service Incident Coordinator (German & Additional Language Speaker) to join our growing Sontiq team.

Shift Pattern: Monday to Friday 09.00 - 17.30

Day to Day You’ll Be:

• 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.
• Exercise independent judgement in setting priorities to ensure that deadlines and due dates are met.
• 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, coordinate the 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 the 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.

Essential Skills & Experience:

• Must be fluent in German, Additional Language and English (Written and Verbal).
• Experience in Customer Service.

Impact You'll Make: 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 comes with:

• 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.

TransUnion – a place to grow: 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 know imposter syndrome is real, let’s confront it so we can continue to grow and thrive together.

Flexibility at TU: 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.

Additional support: 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.

Interview & Hiring Process: 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.

We do not accept any unsolicited CVs from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.