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Team Overview

Sontiq is TransUnion’s identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team works closely with customers, clients, and internal specialists to provide timely assistance during challenging situations and make a meaningful difference throughout customers’ recovery journeys. This role offers an opportunity to develop expertise in identity protection and customer support within a collaborative, customer-focused environment. The position reports to the Associate Lead, Customer Support Operations.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

As a Customer Service Incident Coordinator, you will support Arabic-, French-, and English-speaking customers and clients affected by fraud, data breaches, or identity theft. You will coordinate incident activities, maintain accurate records, and connect customers and clients with the appropriate internal and external resources.

This is a shift-pattern role: Wednesday to Sunday, 6.30am-3.00pm or 2.00pm-10.30pm

• Interview customers and clients by telephone to gather information about suspected or confirmed data breaches, fraud, and identity theft.
• Examine and analyse available information to assess incident severity and determine the assistance or remediation required.
• Provide professional, courteous customer service and expert assistance, clearly explaining the services and support available while managing customer and client expectations.
• Serve as a point of contact for customers, clients, and internal specialists, providing timely communication and coordinating discussions, meetings, escalations, and updates.
• Gather, assemble, and preserve relevant facts, statements, affidavits, and other supporting evidence for breach remediation and the resolution of fraud or identity theft matters.
• Prepare correspondence and coordinate communications with creditors, law enforcement agencies, government agencies, legal counsel, and other relevant third parties.
• Consult with prospective and existing clients regarding breach incidents, remediation requirements, proposals, project schedules, document transfers, and customer communications.
• Coordinate incident administration, including data review, letter production, client approvals, mailings, document transfers, and reporting on trends or unique customer situations.
• Maintain complete and accurate case notes, monitor incident progress, support efficient case management, close resolved incident records, and provide final reports to clients or customers.

Required Knowledge And Experiences

• Fluency in Arabic, French, and English, with strong written and verbal communication skills for supporting customers, preparing correspondence, and communicating with internal and external stakeholders.
• Experience working in a client-facing or customer service environment, including managing expectations and assisting customers during sensitive or high-pressure situations.
• Demonstrated ability to analyse information, solve problems, manage multiple tasks moving at different paces, establish priorities, and meet deadlines with limited supervision.
Strong interpersonal, listening, organisational, and collaboration skills, with the ability to secure cooperation from clients, internal departments, and North American teams.
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Required Technical Skills

• Proficiency with the Microsoft Office suite for preparing correspondence, reports, proposals, and other business documentation.
• Ability to use claims, customer, client, or incident-management systems to maintain detailed, accurate, and timely case records.
• Ability to coordinate secure document and data transfers between the company, clients, and relevant third parties.
• General technical confidence and the ability to learn and navigate business systems used for customer support, reporting, and case management.
Strong attention to detail when reviewing data, maintaining records, and preparing customer or client communications.
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What’s in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com .

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.

Find out more about Life At TU UK:

https://twitter.com/TransUnionUK

https://www.linkedin.com/company/transunion/life/

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 Job Title

Specialist I, Customer Support Operations