TransUnion's Job Applicant Privacy Notice
What We'll Bring:
TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.What You'll Bring:
About the Role:
The Client Assurance Executive Manager is responsible for delivering responses to client questionnaires and coordinating support of audits and follow up actions and is a client facing role.
This role will provide the following outcomes:
Accurate responses to client questionnaires, delivered with an SLA.
Proactively manage onsite audits minimising audits and findings
Close down findings in a timely manner, flagging delays internally before they impact clients
Clients regularly require assurance questionnaires be completed and this will be achieved though maintenance and use of stock content, and plays a key role in retention of our client base.
Key Responsibilities
Maintenance of FAQ’s: As an SME for client questionnaires and audits, you will proactively ensure that the knowledge bank and related documents are regularly refreshed in order to be able to utilise these resources to accurately respond to clients’ questionnaires.
Quality Responses: Determine the level of response required which may range from providing a comprehensive document a client can use through to answering multiple questions using the knowledge back.
Your judgement to understand what a client is asking and how best we can answer from the stock content will be a key factor in balancing speed and quality of output.
Minimise need for extensive audits: You will minimise the need for audits, by proactively answering client queries and sharing evidence via screen share where required, without the need for second line teams to get involved.
Relationships: Excellent internal and external relationships will be a major part of this role. You will work closely with Client Management and other areas of the business to ensure where possible we resolve questions, queries at pace, with empathy and if required with positive challenge to meet your objectives
Delivery: Takes ownership of the Client Management & TU Business goals, independently delivering and executing against these, to promote and develop yourself, in order to provide expert management of the client base.
Skills & Experience:
Strong communication skills: Ability to make effective contact with clients and TU associates.
Empathy to pro-actively manage customer concerns and issues while building strong relationships internally & externally to persuasively communicate ideas, handle customer frustration and dissatisfaction.
Being able to demonstrate real-time insight, flexibility and sound judgement across the engagement model.
Technical skills: Experience with Salesforce to use and analyse data points in the aid of crafting customer success journeys. General level of product knowledge within the credit consumer life cycle.
Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio
Problem-Solving: Strong problem solving and critical thinking skills are needed to break down complex situations with the ability to spot and resolve customer issues effectively.
Required for Client and Internal interaction, this will involve resolving any possible areas of conflict by being strategic-minded, taking information from multiple sources and formulate an overall solution or decision to resolve problems, giving appropriate direction to clients or TU associates as required.
Organizational skills: Good project and time management skills to manage numerous customer and internal stakeholder touch points
Continuous learning ability: Showcases experience in being adaptable and willing to learn new skills
Industry knowledge: The successful candidate will possess a logical and analytical mindset and foster a culture of security awareness and compliance. They will have demonstrable knowledge and experience of information security principles and processes, and a good understanding of IT infrastructure and applications
Impact You'll Make:
At TransUnion you will be joining a friendly, forward thinking global business.
We’re happy to talk flexible working. We operate a hybrid model allowing you to explore the balance of work and hours from home and/or from our offices in Leeds or London.
26 days’ annual leave + bank holidays (increasing with service)
Global paid wellness days off + a bonus day off to celebrate your birthday
A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
Private health care + 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
TransUnion – a place to grow:
If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.
We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together
Flexibility at TU:
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.
Additional support:
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. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com
Interview & Hiring 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.
We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.
We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.
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Find out more about Life At TU UK:
https://twitter.com/TransUnionUK
https://www.linkedin.com/company/transunion/life/
TransUnion Job Title
Sr Analyst, Customer Support Operations
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