Job Description

What We'll Bring: This role will requires an individual who is knowledgeable about the UK regulatory reporting acts to ensure that they make appropriate decisions. The associate is responsible for completing the investigation and notifying the consumer that changes are made and also responsible for notifying consumers that a correction has been made. This position will coordinate with consumers, lenders and escalated consumers during the escalation and will perform research for all consumer issues and recommend required action for same and assist management to resolve all issues efficiently. This individual is also responsible for administrative tasks, such as; management of a shared mailbox of incoming email requests, work allocations, reporting and where required QA sampling. The individual will act as a stand in for their leader during their absence.What You'll Bring:

• Manage workstreams within the UK Disputes queues, emails and mailed correspondence as and when required
• Troubleshoot any emerging problems that consumers raise surrounding accuracy and efficiency
• Provide accurate, valid and complete information by using the correct methods/tools
• Solid problem-solving skills to investigate and provide solutions to escalations, to handle consumer escalations, provide appropriate solutions and alternatives; follow up to ensure resolution;
• Perform timely investigations of consumer disputes including communication with data furnishers and / or vendors to assess the nature of such disputes
• Maintain contact list for all lender information and identify point of contact for lenders
• Assist with special projects and other duties as assigned
• Is the single point of contact for consumer escalations and complaints within the GCCSA and as such, is the liaison between our office, the UK team and consumers
• Researching and handling escalated consumer issues identified by customers, consumers. Collecting accurate information and documenting unresolved issues.
• Acts as a subject-matter expert for consumer dispute processes. Reviews and maintains department policies, ensuring Help Site is up-to-date.
• Promotes teamwork and cooperative effort.
• Provides internal departmental support by gathering accurate, valid and complete information while utilizing proper methods and tools
• Capable to be a source of support for the team and acts as a Tier 3 support when supporting the team with above-average challenging calls/disputes.
• Builds sustainable relationship of trust through open and interactive communication both internally and externally
• Follow communication procedures, guidelines and policies
• Utilizes available resources and guidance from Operation leads in order to deliver the best consumer solutions
• Performs administrative, routine and other related duties as required and assigned by the Team Leader or Manager of Operations
• Meets or exceeds in quality assurance metrics and service level agreement targets
• Establishes and maintains positive work relationship with internal team and customers
• Manage incoming emails and voicemails from stakeholders, lenders and special escalation cases
• Provide accurate, valid and complete information by using the correct processes and manuals
• Engages resources and guidance from Operation leads in order to provide the best consumer investigation results
• Performs other related duties as required and assigned by the Associate leader or manager of operations
• Handles administrative and routine tasks required to provide a consistent consumer experience
• Participates in special projects and assume other duties and responsibilities as assigned
• Comply with regulatory reporting act, consumer reporting legislation and internal SOP policies in place
• Complete lender reporting requirements (Daily/Weekly/Monthly/Quarterly)
• Complete associate workstream allocations daily
• Minimum of 3 years of experience in customer service or related field
• Excellent written, verbal and interpersonal skills to interface with consumers, customers, and co-workers
• Candidate must be organized, and detail oriented with the ability to manage multiple high priorities
• Ability to appropriately prioritize work and proactively anticipate and manage time
• Strong communication and customer service skills with the ability to maintain a professional and calm demeanor
• An effective listener and exhibit patience during tense situations; Strong call handling and active listening skills
• Proficiency with business computer applications is required: Internet, Web Based Applications, MS Office or other business software
• Familiarity with CRM systems and practices
• Excellent time management skills, with the ability to prioritize and multitask, work under shifting deadlines in a fast-paced environment; Time management skills with the ability to prioritize and multitask and work under tight deadlines
• Proven customer/consumer support experience or experience
• Displays strong attention to detail and excellent communication skills
• Ability to work effectively both independently, unsupervised and as a team
• Takes full responsibility and the required action for assigned tasks
• Problem solver and willingness to take initiative and try new approaches and propose new solutions
• Helps to keep motivation high by being supportive to colleagues
• Takes full responsibility and the required action for assigned tasks

Impact You'll Make:For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.TransUnion Job TitleRep II, Consumer Operations Support

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