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Incident Coordinator - ItalianTransUnion's Job Applicant Privacy Notice
What We'll Bring:
We Are TransUnion:
TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.
What You'll Bring:
We're looking for an Incident Coordinator - Italian to join our growing CyberScout team.
Shift days: Monday to Friday, 10:30am - 19:00pm
Day to Day You'll Be:
Customer Service:
* Screen and interview clients by telephone to gather information regarding breach/fraud and/or identity theft
* Examine and analyze information to determine the severity of the fraud, breach and/or identity theft
* Exercise independent judgment in setting priorities to ensure that deadlines and due dates are met
* Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
* Manage customer and client expectations
* Act as point of contact for customer, client and internal experts
* Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims
* Prepare letters, initiate telecommunication and acts as a liaison to creditor, law enforcement and government agencies
* Consult with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation
* Escalate and refer incidents requiring assistance from other internal departments, coordinate discussions, meetings and updates
Administrative:
* Identify, report, and articulate current trends and unique client or customer situations to internal and external parties
* Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
* Prepare written proposals for breach services that fit the situation
* Participate in project plan development, monitoring and reporting
* Manage document and data transfers between company and clients
* Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating delivery
* Ensure timely communication to internal team members, clients and other third parties such as client's counsel
* Record and detail relevant case notes into database with attention to detail and accuracy
* Ensure closure of all resolved incident records and final reports to clients/customers
* Be accountable for overall breach/fraud incident process efficiency and effectiveness
* If applicable, provide language translation for correspondence, reports, training documents, etc.
* If applicable, provide live language interpretation between clients and internal departments
Essential Skills & Experience:
* Fluent in Italian and English
* Experience in a client-facing role similar to customer service
* APA, CIP, or working towards QFA or equivalent is an advantage
* Ability to manage multiple tasks at varying pace
* Proficient with MS Office; tech-savvy
* Proficient with reporting systems and client management systems is an advantage
* Strong written and verbal communication skills
* Excellent interpersonal skills and good listening ability
* Ability to elicit cooperation from diverse sources
* Keen attention to detail
* Proven analytical and problem-solving skills
* Ability to prioritize and execute tasks effectively in high-pressure environments
* Results-driven and customer-focused
* Team player with a collaborative work style
* Self-motivated with minimal supervision
Desirable Skills & Experience:
* Bachelor's Degree
* Additional language skills are a plus
Impact You'll Make:
What's In It For You?
Join a friendly, forward-thinking global company. Benefits include:
* 26 days' annual leave + bank holidays (increasing with service)
* Global paid wellness days off + a bonus day for your birthday
* Contributory pension scheme + access to Employee Stock Purchase Plan
* Private healthcare + wellbeing programs
* Access to diversity forums and communities
Growth Opportunities:
If you lack some skills, we are open to training and development for the right candidate. We support growth and thrive together.
Flexibility at TU:
We offer inclusive and flexible policies to balance work and personal responsibilities. Part-time or flexible arrangements can be discussed.
Additional Support:
We foster an inclusive workplace. Let us know if you need reasonable adjustments during recruitment or employment.
Interview & Hiring:
Most processes are virtual. In-person interviews will be communicated.
We do not accept unsolicited CVs from agencies. Agencies on our PSL will be contacted if needed.
Life at TU UK:
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This is a hybrid role involving both virtual and in-person work at an TU office at least two days a week.
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