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Investigator-4

2 months ago

Johannesburg, South Africa TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
Rep II - Investigations, CAN Operations

**Job Description**:
This position is responsible for verifying any disputed information on the credit file. Disputes are received from consumers and customers. An individual in this position must be knowledgeable about the provincial reporting acts to ensure that they make appropriate decisions. The associate is responsible for completing the investigation and notifying the consumer that changes are made and also responsible for notifying any inquiring members that a correction has been made.

**Responsibilities**:

- Verify consumer disputes and inquiries via phone/fax and make sure data is reporting accurately
- Establishes and maintains positive work relationship with internal team and customers
- Build sustainable relationship of trust through open and interactive communication
- Provide accurate, valid and complete information by using the correct processes and manuals
- Follow communication procedures, guidelines and policies
- 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
- Meets or exceeds in quality assurance metrics and daily quotas assigned
- Handles administrative and routine tasks required to provide a consistent consumer experience
- Daily queue management process followed daily to make sure SLA is being met
- Participates in special projects and assume other duties and responsibilities as assigned
- Comply with provincial reporting act, consumer reporting legislation and internal SOP policies in place
- Responsible for assisting in the identification and flagging process for both potential and confirmed fraud victims of fraud and maintaining HAWK database.

**Requirements**:

- Time management skills with the ability to prioritize and multitask and work under tight deadlines
- Excellent communication and presentation skills
- Problem solver and willingness to take initiative and try new approaches and propose new solutions
- Ability to work effectively both independently, unsupervised and as a team
- Helps to keep motivation high by being supportive to colleagues
- Takes full responsibility and the required action for assigned tasks
- Strong customer service skills to maintain relationship between TransUnion and customers
- Track record of over achieving quotas

**What You'll Bring**:
1-2 years of experience in an operations environment. Ability to multi-task and prioritize with strong organization skills. Read, understand, and interpret CRS audit trail. Collaborate with team members on projects. Maintain and secure confidential and sensitive information.

**Impact You'll Make**:
1. Analyze and process complex consumer files received from various internal / external business partners with prompt solutions. 2. Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management. 3. Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started. 4. Answer and respond to incoming calls and written inquiries from consumers and customers providing prompt resolution to escalated inquiries such as: consumer disputes, fraud resolution, and identity theft for (minors/adults). 5. Analyze consumer contact data and report error trends to management.

TransUnion Job Title

Rep II, Consumer Operations Support

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