About the role

Administrator II handling consumer interactions at TransUnion. Providing exceptional customer service and ensuring adherence to service level agreements in a remote role.

Responsibilities

Manage all consumer’s interactions via calls, emails, and additional tasks as directed by the Team manager.
Accurately capture consumer details relevant to interactions and resolve queries appropriately and timely.
Ensure follow-up actions are taken for unresolved queries and provide feedback to consumers.
Anticipate consumer needs and proactively resolve issues while maintaining a knowledgeable and professional tone in all communications.
Educate consumers on TransUnion Canada Credit Bureau Products and regulatory information as applicable.
Adhere to individual targets to achieve departmental service level agreements and compliance with policies and procedures.

Matric (Grade 12 Matric/A’ Levels/ High school certificate) or equivalent is required.
Preferable to have at least 2 years of working experience in Customer Service, (Inbound and Outbound).
Excellent French spoken and written communication skills, with a good command of English.
Excellent customer service skills, including strong listening skills, ability to deal with irate consumers regularly.
A self-starter with strong initiative, the ability to demonstrate a readiness to make decisions, take the initiative, and originate action.
Ability to work remotely, independently, and have a strong sense of duty.
Excellent interpersonal skills and ability to work in a team.
Highly computer literate

Manage all consumer’s interactions within required parameters, inclusive of calls, emails and other tasks will be determined from time to time by the Team manager.
Where required, capture all consumer’s details and data relevant to the call/ service interaction accurately and efficiently.
Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available.
Ensures that all product, system, process, and policy knowledge is current to ensure that all oral and written communication, including emails, consistently demonstrates a knowledgeable and professional tone.
Where applicable educates the consumer on TransUnion Canada Credit Bureau Products and Processes as well as applicable regulatory information.
Ability to work according to all individual targets to achieve departmental Service Level agreements (i.e. Schedule Adherence, Quality Assurance, Average handling/turnaround time, Productivity Requirements) as well as Adherence to company and departmental policies, procedures, and Compliance.