Special Handling Investigator

3 weeks ago

Burlington, Canada TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
TransUnion believes in investing in the best people. Our dynamic and diverse environment values and promotes the growth of associates in their jobs, roles and careers. Our organization supports ambitious individuals who seek career satisfaction and development.

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

**What You'll Bring**:

- 2+ years of professional work experience in Customer Service/Operational capacity.
- Experience and ability to effectively organize and multi-task.
- Adept at working with complaints, and use judgement to escalate when appropriate.
- The incumbent must conduct himself/herself with a professional demeanor when helping other associates, consumers, law enforcement as well as customers.
- Strong attention to detail, problem solving, decision-making, and organizational skills, is required.
- Proficiency in both English & French (both written and spoken).
- Knowledge of consumer reporting and privacy statutes would be an asset.
- Diploma in a business, legal studies or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
- This position may require some travel.
- Ce poste exige un diplôme d’études collégiales en commerce, en études juridiques ou dans un domaine connexe (une combinaison équivalente d’expérience professionnelle et de scolarité pourrait se substituer à cette exigence, à la discrétion de la direction). Les titulaires possèdent normalement des connaissances en matière de traitement de plaintes complexes acquises au cours de deux années d’expérience professionnelle dans le domaine du service à la clientèle et des opérations.
- Les titulaires doivent se comporter de manière professionnelle lorsqu’ils aident les associés, les consommateurs, les forces de l’ordre et les clients. Les titulaires de ce poste doivent faire preuve d’un grand souci du détail et de compétences en matière de résolution de problèmes, de prise de décision et d’organisation. Les titulaires doivent également posséder des compétences supérieures en communication et en rédaction. Ce poste exige la capacité d’effectuer des tâches multiples et de déterminer à quel moment les plaintes doivent être transmises à un échelon supérieur.

**Impact You'll Make**:
The Special Handling Investigator is responsible for providing one-touch resolution service for escalated or high-touch complaints. This position serves as the Operations Bilingual Subject Matter Expert on handling disputes/complaints from Consumers regarding their credit information. The incumbent will investigate the required and/or disputed information by contacting credit grantors or necessary business establishments and advising the consumer of the outcome. The incumbent will perform detailed research for all complaints and recommend required action in resolving all issues efficiently.

**Aperçu du rôle**

L’enquêteur chargé des traitements spéciaux est responsable de fournir un service de résolution unique pour les plaintes qui n’ont pu être réglées en première ligne ou qui nécessitent une attention particulière. Le titulaire du poste agit à titre d’expert bilingue en matière de traitement des contestations/plaintes des consommateurs concernant leurs renseignements de crédit. Le titulaire doit enquêter sur les renseignements requis ou contestés en communiquant avec les fournisseurs de crédit ou les établissements commerciaux pertinents, et informer le consommateur du résultat. Le titulaire du poste effectuera des recherches détaillées pour traiter les plaintes qui lui sont confiées et recommandera les mesures requises pour régler efficacement tous les problèmes.

**Duties and Responsibilities**
- To handle investigations and communication for consumers challenging TransUnion’s compliance; complaints can include privacy, regulatory, 3rd party complaints, accessibility, litigation, media,

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