TransUnion

Bilingual Special Handling Investigator - 18 month contract

Burlington, Canada

Sponsorship not specified$46k-$63kDetected 9 days ago

ComplianceOnboardingCustomer SupportResearchCommunicationCollaborationProblem SolvingTime Management

About the role

The Special Handling Investigator is responsible for supporting high-touch, escalated consumer cases, which require resolution.
This position will intake complaints via numerous channels such as
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers.

Rep III, Consumer Operations Support
We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
The agent will consult with various internal and external support groups to resolve credit file related issues and complaints such as; Customer Service, Membership Support, Data Acquisitions, Legal and Compliance departments.
Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
Support investigation processes and consumer communications to resolve matters related to TransUnion's compliance policies and procedures.
Manage incoming consumer inquiries through email, phone, and written correspondence, ensuring timely and professional responses within established service-level agreements.
Build and maintain strong working relationships with internal and external stakeholders through open communication, collaboration, and a commitment to delivering excellent service while promoting the TransUnion brand.
Leverage available resources and management guidance to identify and implement effective customer-focused solutions.
Support Specialist Complaint Investigators in the timely resolution of complex and high-profile consumer escalations.
Partner with Legal and Compliance teams to facilitate the effective and timely resolution of escalated and sensitive cases.

The agent must be a subject matter expert in all investigation processes.
During escalations, they will conduct research into all complaints and recommend required action in assisting with all issues efficiently.
Demonstrate expert knowledge of operational procedures and proactively recommend process improvements to enhance efficiency, quality, and customer experience.
Ability to speak and write in French is a must have.

3+ years of subject matter expertise in all areas of consumer Investigations, escalations and applies expertise to support our organization's vision and strategic direction.

Stay current with applicable consumer reporting legislation, regulatory requirements, law enforcement procedures, and company policies to ensure ongoing compliance.
We strive to build an environment where our associates are in the driver's seat of their professional development- while having access to help along the way.

This listing is sourced directly from TransUnion's careers page and normalized into a canonical job model.