Rep I - India Ops

The TransUnion CIBIL Back Office Operations Representative will work in Consumer disputes and Email Operations, addressing and resolving consumer queries, requests, and complaints related to credit reports, scores, or disputes. Responsibilities include responding to emails within SLA, drafting independent responses, escalating sensitive issues, working on multiple applications, and interacting with bank representatives and consumers to resolve disputes. The role requires maintaining quality and accuracy scores.

Must Have

• Address and resolve consumer queries, requests, and complaints.
• Respond to emails correctly and completely within SLA.
• Draft independent responses; use templates selectively.
• Identify and escalate probable escalations or sensitive issues.
• Work on multiple applications and prepare credit reports.
• Interact with bank representatives and consumers via phone/email.
• Willingness to work weekends, holidays, or extended shifts.
• Willingness to work in permanent office or hybrid model.
• Maintain quality and accuracy scores.
• Graduate degree in any stream.
• 1-3 years experience in Banking operations or BFSI.
• Excellent verbal and written English communication.
• Strong customer-centric attitude, analytical, and problem-solving skills.
• Good knowledge of MS Office.

Good to Have

• Good command over spoken Hindi, able to read and comprehend consumer complaints in Hindi.
• Experience in Credit Bureaus.

What We'll Bring:

The TransUnion CIBIL Back Office Operations Representative will be working in Consumer disputes and Email Operations process. The Rep is responsible to address and resolve Consumer queries, requests and complaints pertaining to credit reports or scores or dispute.

What You'll Bring:

• Will be working in consumer dispute & Email operations process
• Address and Resolve consumer queries/requests/ complaints pertaining to credit reports/score/personal dispute
• Ensure all emails are responded to correctly and completely within the prescribed SLA
• Must be able to draft responses independently as template responses are to be used selectively
• Identify & escalate probable escalations or sensitive issues for faster resolution
• Working on multiple applications and preparing credit report post analyzing complaints
• Regularly interacting with Member bank representatives and direct consumers/entities through phone/email and fast-track resolution of disputes/complaints
• Willing to work on Weekends / Holidays / Shift extension as per Business Requirement
• Willing to work in Permanent Work from Office or Hybrid Model as per Business Requirement
• Need to maintain Quality and Accuracy scores as per the business requirements.

Impact You'll Make:

Additional Job Description

• Minimum Graduate degree in any stream
• Must have minimum 1 to 3 years of experience in ‘Banking operations’ or the BFSI industry
• Excellent communication skills (English) both verbal and written
• Good command over spoken Hindi, should be able read and comprehend consumer complaints in Hindi - Added advantage
• Able to work in fast-paced energy, flexible and should be able to handle work load
• Should have handled escalation/complaint desk related to banking or insurance products
• Strong Customer centric service attitude, analytical, and creative problem-solving skills are required
• Experience in Credit Bureaus would be preferred
• Strong Team player
• Good knowledge of MS – office

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.