Customer Care Advocate

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Team Overview

The Consumer Quality Support team at TransUnion plays a critical role in delivering customer assistance for identity protection and resolution services, particularly in sensitive situations such as identity theft or data exposure. This team ensures customers receive timely, accurate, and empathetic support, directly contributing to customer trust, loyalty, and overall engagement. By combining strong customer care with TransUnion's technology-driven approach, the team supports the company's mission of providing Intelligent Identity Security. This role reports to Consumer Operations Support Associate Lead.

Role Overview and Core Responsibilities

• Provide customer support for identity-related issues, including data exposure and fraud situations
• Assess customer issues quickly and provide clear, actionable guidance
• Handle inbound/outbound calls and maintain strong customer relationships
• Accurately document interactions and perform data entry in CRM systems
• Troubleshoot basic technical and customer account-related issues
• Manage multiple cases simultaneously with high attention to detail and urgency
• Collaborate with team members and follow guidance while also taking initiative when needed

Required Knowledge and Experiences

• Microsoft Office (Excel, Word, Outlook) - for documentation and communication
• Customer Relationship Management (CRM) systems - for case tracking and customer records
• Internet and system navigation skills - to efficiently access tools and information
• Data entry and basic troubleshooting skills - for accurate issue resolution

Required Knowledge & Experiences

• 2+ years of customer service or contact center experience - required to handle customer interactions effectively
• Experience in industries like identity theft, financial services, credit cards, telecom, or mortgage - helps understand customer issues
• High school diploma required; associate or bachelor's degree preferred - ensures foundational knowledge

Preferred Skills

• Strong communication skills (verbal and written) - to clearly explain complex issues
• Empathy and customer-first mindset - improves customer satisfaction and trust

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

For Your Health : Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection : We've got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family : From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary View email address on click.appcast.io membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future : Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.

For You : Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness : Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans' Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion's Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting View email address on click.appcast.io.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.

Pay Scale Information:

The pay range for this position is $18.22 - $26.44 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional 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. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good , which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver's seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you'll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title:
Rep II, Consumer Quality Support

Company:
TrueLink