At a Glance
- Tasks: Support clients affected by identity theft and fraud through expert guidance and customer service.
- Company: Join TransUnion's innovative Sontiq team focused on identity protection.
- Benefits: Enjoy 26 days annual leave, wellness days, private healthcare, and a contributory pension scheme.
- Other info: Flexible working arrangements available to suit your lifestyle.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Fluency in Swedish and English, with previous customer service experience preferred.
Sontiq is TransUnion’s identity protection and cyber safety business. The team supports consumers affected by identity theft, data breaches, and fraud-related incidents, helping them protect and restore their identity through expert guidance and customer support. The function operates in a fast-paced, customer-focused environment across customer operations, incident response, service delivery, and support leadership.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
We’re looking for a Customer Service Incident Coordinator, Swedish Speaking, to join our growing Sontiq team. This is a shift pattern role, Monday to Friday, 10:30 to 19:00. In this role, you’ll be responsible for:
- Screening and interviewing clients by telephone to gather information relating to breach, fraud, and/or identity theft incidents.
- Reviewing and analysing information to understand the severity of each fraud, breach, or identity theft case.
- Providing professional, courteous customer service and expert support to clients and individuals impacted by breach, fraud, and/or identity theft.
- Managing customer and client expectations throughout the incident resolution process.
- Acting as a key point of contact between customers, clients, and internal experts.
- Gathering, assembling, and preserving relevant facts, statements, affidavits, and evidence to support breach remediation and identity theft claims.
- Preparing letters, initiating telephone communications, and liaising with creditors, law enforcement, and government agencies where required.
- Clearly explaining the services and support available to customers.
- Consulting with potential and existing clients on breach incidents to determine whether remediation is required.
- Escalating incidents that require support from other internal teams and coordinating discussions, meetings, and updates.
Required Knowledge And Experiences:
- Fluency in Swedish and English, both written and verbal, to support client and customer communication.
- Previous customer service experience, ideally within a fast-paced or customer-facing environment.
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:
- 26 days annual leave and bank holidays (increasing with service)
- Global paid wellness days off and a bonus day off to celebrate your birthday
- A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
- Private health care and 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 or desirable skills that you can’t quite tick off, don’t let that stop you from 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.
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.
Customer Service Incident Coordinator (Swedish Speaking) employer: Transunion
TransUnion is an exceptional employer that fosters a dynamic work culture in Leeds, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, including professional development and training in cutting-edge technologies like Kubernetes and GCP. With a strong commitment to operational excellence and employee well-being, TransUnion offers a rewarding environment for those looking to make a meaningful impact in the field of cloud-native solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Incident Coordinator (Swedish Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Transunion. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Transunion before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Incident Coordinator (Swedish Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Transunion:Your cover letter is your chance to shine! Tell us why you want to work at Transunion specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Transunion!
How to prepare for a job interview at Transunion
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
