Customer Care Advocate (Ridley Park, PA)

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices What We'll Bring: At TransUnion, 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. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. As a Customer Care Advocate, you are the first-line contact for customer issues which requires a polished professional with true customer dedication. What You'll Bring: • High school diploma required • 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary. Preferred industries: identity theft, credit card, cell phone, mortgage, financial services. • Proficiency in MS Office and the Internet - strong technical skills with ability to troubleshoot, including accurate data entry, and knowledge of / experience in customer-relationship management system(s) Shift Hours: (EST) Monday - Thursday 10:30am to 7pm EST Saturday 9:30am to 6pm EST Impact You'll Make: • Provide extraordinary customer care in a professional manner by providing expert assistance to potential victims of identity theft through breaches or other circumstances in a fast-paced structured contact center environment • Demonstrate active listening to understand the customer’s issue, display empathy and provide the appropriate response or remedy to resolve all concerns • Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity • Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry. • Answer all questions related to our products completely and accurately, and escalate when necessary • Provide exceptional care and support to customers by answering questions, providing proactive identity protection and advice, and assisting the customers with questions and issues connected to credit services and credit monitoring through impressive communication skills • Resolve customer concerns to the satisfaction of the customer, within Resolution Center guidelines (taught in training) and up to Company standards • Drive first contact - own the customer experience and work to exceed their expectations • Educate and empower our customers to become better users of their services, directing them toward available resources for self-help as appropriate • Place outbound calls to customers as required to complete resolution • Proactively look for solutions to problems and propose improvements to leadership if something could work better Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act. Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. Benefits: TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans. We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by [email protected]. Pay Scale Information: The pay range for this position is $18.22 - $26.44 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents. TransUnion's Internal Job Title:Rep II, Consumer Operations Support