Client Experience Specialist

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

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. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for their 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:

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A university degree or equivalent combination of education and experience.
• Experience in credit industry is preferred.
• Demonstrated project management and time management skills.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers and internal teams.
• Passion for delivering exceptional customer service and driving customer success.
• Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced, dynamic environment.
• Detail-oriented with strong organizational skills.
• A team player who is professional, positive, and has a can-do attitude.
• Advanced experience with Microsoft applications (MS Office – Word, Excel, PowerPoint).
• Intermediate to advance experience with additional applications including Adobe Acrobat, Teams, SharePoint, etc.
• Experience with is preferred.
• French proficiency is preferred.
• The incumbent must provide own transportation for local travel.

Impact You'll Make:

Our company is seeking a highly motivated and experienced Client Experience Specialist to join our Operations team. As a Client Experience Specialist, you will be responsible for receiving and managing external customer and internal customer-related requests, ensuring the highest level of service and support is always provided. Working closely with all other Operations/Delivery teams, you are the subject matter expert on all operational processes and will effectively assess and triage requests. Focused on the customer experience, you will ensure resolutions are provided to customers in a timely manner and coordinate escalation efforts as required.

Customer Service and Support 

• Create and own all customer-related tickets, pre- and post-Sales close. Manage the intake/ticketing process end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities. 
• Own and manage the customer onboarding process, working with cross-functional teams to ensure proper set-up and training of new customers. 
• Act as the first point of contact providing internal stakeholders and external customers support on a variety of concurrent product and project-based sales initiatives. 
• Effectively trouble-shoot inquiries, providing solutions that best enhance the ongoing customer experience. 
• Provide necessary documentation and reporting on issues and root cause analysis. 
• Trigger internal escalation process as required and coordinate cross-functional Operational team efforts to resolve issues in a timely manner. 
• Build and maintain strong customer relationships, to proactively anticipate and meet their needs. 

Business Operations 

• Support the Sales Account Team by being a key point of contact between internal and external stakeholders. 
• Create and maintain a customer activity log, ensuring Sales Account teams are informed about any support requests from within their customer portfolio. 
• Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums. 
• Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements. 
• Manage Sales Operations risk items, attending internal Compliance meetings as required. 
• Create reporting and lead delivery of all internal and customer communications related to contractual service levels. 
• Maintain clarity of roles and responsibilities between cross-functional teams, acting as the central contact for all customer/customer-related requests and deliverables. 
• Perform other related duties as assigned.

The expected pay range for this position is $81,000 - $122,000 annually. The pay information provided for this position reflects a reasonable estimate of the range of expected compensation for this job. At TransUnion, actual compensation is based on careful consideration of many 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. In addition, variable compensation is based on applicable company guidance and plan documents as well as performance.

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.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion's Internal Job Title:

Specialist III, Sales Support

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