Fraud Customer Engagement Consultant
Job Summary
Job Description
- 3+ years consultancy, project management, or fraud experience
- Ability to identify opportunities and challenges
- Effective customer-service and relationship-building skills
- Ability to multi-task in a fast-paced environment
- Exceptional analytical and quantitative skills
- Advanced skills with MS Word, Excel, and PowerPoint
- Consultancy and Customer Success experience
- Fraud management or identity experience
- Exposure to the financial services or insurance industries
- Knowledge of TransUnion’s fraud and identity products
- Fluency in Spanish, Portuguese
- Working knowledge of JSON, Tableau, Looker and/or Databricks
- Flexible time off for exempt associates
- Paid time off for non-exempt associates
- Health benefits (medical, dental, vision)
- Mental health support
- Disability benefits
- Paid parental leave
- Adoption assistance
- Fertility planning coverage
- Legal benefits
- Long-term care insurance
- Commuter benefits
- Tuition reimbursement
- Charity gift matching
- Employee stock purchase plan
- 401(k) retirement savings with employer match
- Access to TransUnion’s Employee Resource Groups
8 skills required
Job Details
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What We'll Bring:
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
What You'll Bring:
As a Fraud Customer Engagement Consultant you own first line support for day-to-day operational and technical questions for our standard support customers. You play a key role in ensuring global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports, managing and tracking issues to ensure accurate and complete resolution, handling first line support for day-to-day operational and technical questions for our standard support customers. You provide expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives.
- Bachelor’s degree in business, finance or computer science or the equivalent plus 3+ years consultancy, project management, implementation management and/or fraud management experience.
- Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions to address these areas and make decisions guided by policies, procedures and business plans with limited guidance.
- Effective customer-service orientation and relationship-building skills.
- Ability to multi-task in a fast-paced environment, and balance thought with action while getting the most out of limited resources.
- Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
- Flexible work hours in order to accommodate some overnight travel and on call rotation as well as special meeting requests, trainings and demonstrations for customers in different time zones.
- Advanced skills with MS Word, Excel, and PowerPoint.
We’d love to see:
- Consultancy and Customer Success experience.
- Fraud management or identity and access management experience.
- Exposure to the financial services or insurance industries.
- Knowledge of TransUnion’s fraud and identity product and services.
- Preferred Fluency in Spanish, Portuguese.
- Working knowledge of JSON, Tableau, Looker and/or Databricks
Impact You'll Make:
- Engagement Management: Inspire customer confidence through timely and reliable execution of services and develop product usage maturity models to ensure customers track to the most effective use of our solutions. Help customers make decisions to meet their technical and business objectives by providing best practices by proactively identifying and closing gaps. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
- Project Management: Lead and deliver initiatives and customer engagements. Apply demonstrated proficiency to understand business and technical requirements to plan and manage all phases of a customer project lifecycle to ensure successful project delivery.
- Problem Solving: Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value. Initiates changes to project direction where required, and able to decide and act without the total picture.
- Commercial Orientation: Help protect the core value of the relationship and identify strong opportunities beyond direct project work to communicate to sales to help them grow the business. Collaborate with sales to support proof of concept customers, renewals, and expansion opportunities.
- Advocacy: Identify opportunities for customers to act as advocates (e.g. testimonials, case studies) for TransUnion.
- Influence: Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.
- Operational Support: Provide operational support for the clients under your management to give customers a single point of contact for all issues related to our platforms and solutions.
- Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.
- Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
- Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
#LI-TE1
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.
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.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.
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.
Pay Scale Information :
The U.S. base salary range for this position is $72,300.00 - $105,000.00 annually. *The salary 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's Internal Job Title:
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