Team Co-ordinator Uk

2 weeks ago

Johannesburg, Gauteng, South Africa TransUnion Full time
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What We'll Bring:

What You'll Bring:

  • Troubleshoot any emerging problems that consumers raise surrounding accuracy and efficiency
  • Provide accurate, valid and complete information by using the correct methods/tools
  • Solid problemsolving skills to investigate and provide solutions to escalations, to handle consumer escalations, provide appropriate solutions and alternatives; follow up to ensure resolution;
  • Perform timely investigations of consumer disputes including communication with data furnishers and / or vendors to assess the nature of such disputes
  • Maintain contact list for all lender information and identify point of contact for lenders
  • Assist with special projects and other duties as assigned
  • Is the single point of contact for consumer escalations and complaints within the GCCSA and as such, is the liaison between our office, the UK team and consumers
  • Researching and handling escalated consumer issues identified by customers, consumers. Collecting accurate information and documenting unresolved issues.
  • Promotes teamwork and cooperative effort.
  • Provides internal departmental support by gathering accurate, valid and complete information while utilizing proper methods and tools
  • Capable to be a source of support for the team and acts as a Tier 3 support when supporting the team with aboveaverage challenging calls/disputes.
  • Builds sustainable relationship of trust through open and interactive communication both internally and externally
  • Follow communication procedures, guidelines and policies
  • Utilizes available resources and guidance from Operation leads in order to deliver the best consumer solutions
  • Performs administrative, routine and other related duties as required and assigned by the Team Leader or Manager of Operations
  • Meets or exceeds in quality assurance metrics and service level agreement targets
  • Establishes and maintains positive work relationship with internal team and customers
  • Provide accurate, valid and complete information by using the correct processes and manuals
  • Engages resources and guidance from Operation leads in order to provide the best consumer investigation results
  • Performs other related duties as required and assigned by the Associate leader or manager of operations
  • Handles administrative and routine tasks required to provide a consistent consumer experience
  • Participates in special projects and assume other duties and responsibilities as assigned
  • Comply with regulatory reporting act, consumer reporting legislation and internal SOP policies in place
  • Complete lender reporting requirements (Daily/Weekly/Monthly/Quarterly)
  • Complete associate workstream allocations daily
  • Minimum of 3 years of experience in customer service or related field
  • Excellent written, verbal and interpersonal skills to interface with consumers, customers, and coworkers
  • Ability to appropriately prioritize work and proactively anticipate and manage time
  • Strong communication and customer service skills with the ability to maintain a professional and calm demeanor
  • An effective listener and exhibit patience during tense situations; Strong call handling and active listening skills
  • Familiarity with CRM systems and practices
  • Excellent time management skills, with the ability to prioritize and multitask, work under shifting deadlines in a fastpaced environment; Time management skills with the ability to prioritize and multitask and work under tight deadlines
  • Proven customer/consumer support experience or experience
  • Displays strong attention to detail and excellent communication skills
  • Ability to work effectively both independently, unsupervised and as a team
  • Takes full responsibility and the required action for assigned tasks
  • Problem solver and willingness to take initiative and try new approaches and propose new solutions
  • Helps to keep motivation high by being supportive to colleagues
  • Takes full responsibility and the required action for assigned tasks

Impact You'll Make:


Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment.

You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.


A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

TransUnion Job Title

Rep II, Consumer Operations Support

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