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Backoffice Rep II - Complaint Management



Heredia Province, Costa Rica
Posted on Wednesday, August 30, 2023

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

• Respond to consumer disputes and complaints received from 3rd party sources including the CFPB, Attorneys General Offices, Better Business Bureau, and authorized parties acting on behalf of consumers.

• Manage the processing of transactions assigned using a variety of systems and tools.

• Regularly collaborate with team members to ensure SLA requirements are met and the business operates within the established controls.

• Follow pre-defined operating protocols to maintain FCRA regulatory compliance.

• Contribute toward continuous improvement efforts that focus on improving data accuracy and the overall consumer experience.

What You'll Bring:

  • Experience in managing consumer concerns and escalated matters - at least 1 year of experience
  • Strong attention to detail, organizational, multi-tasking, and prioritizing skills
  • Follows instruction, policies and procedures
  • Ability to achieve productivity requirements, deadlines and work schedules
  • Ability to develop relationships and collaborate with teammates in various locations
  • Respects and maintains confidentiality
    • Must pass CDIA certification exam for FCRA
    • Escalates concerns identified to management team
    • Provide summary of complaint resolution to various internal and external parties

    Impact You'll Make:

    We'd love to see

    • Knowledge and understanding of credit reporting industry
    • Experience reading, analyzing, and interpreting CRM/Audit Trail
    • Familiarity with TransUnion and/or one of its subsidiaries
    • Ability to work independently with minimal guidance and limited supervision
    • Salesforce - nice to have
    • Backoffice experience - nice to have

    * Internal candidates with more than 10 months in the current position with great performance records could be considered.

    TransUnion Job Title

    Rep II, Consumer Operations Support