Bilingual Customer Care Advocate

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Team Overview

The Fraud Operations team is responsible for supporting consumer fraud resolution, dispute management, and investigation processes across TransUnion. The team plays a key role in protecting consumers and ensuring data integrity while working closely with Customer Support, Special Investigations (CSSI), and external stakeholders. This role sits within the Fraud Operations / Consumer Support function and supports high-volume case management. This role reports to Associate Lead, Consumer Quality Support.

Role Overview and Core Responsibilities

• Analyze and process complex consumer files received from various internal / external business partners with prompt solutions.

• Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management.

• Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.

• 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).

• Analyze consumer contact data and report error trends to management.

Required Knowledge and Experiences

• Ability to read, understand, and interpret CRS (Consumer Relations System) audit trails

• Experience working with fraud case management systems and consumer data platforms

• Strong skills in data tracking, documentation, and basic analysis (Excel or similar tools)

• Familiarity with consumer dispute and fraud processing workflows

Required Knowledge & Experiences

• 1-2 years of experience in an operations or customer support environment (preferred experience in fraud or disputes)

• Bilingual in English and Spanish

• Experience handling consumer inquiries, escalations, or sensitive case resolution

• Strong understanding of confidential data handling and compliance requirements

Preferred Skills

• Experience working in fraud operations, financial services, or call center environments

• Exposure to trend analysis, reporting, or fraud insights generation

Benefits that support every part of your life:

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

For Your Health : Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection : We've got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort and longterm disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage.

For Your Family : Fromadoption assistance and fertility planning coveragetocaregiver support, we're here for every chapter. AccessDependent Care FSA for possibility of an employer match, a View email address on click.appcast.io, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return.

For Your Future : Build toward what's next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallongterm care insuranceto plan confidently.

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

For Your Wellness : Access24/7 supportincluding professionaltherapy,coaching, and emotional wellbeing programs alongside guided meditation and resources that supportphysical, 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 Operations Support

Company:

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