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What We'll Bring:

The TransUnion CIBIL Back Office Operations Representative SME will leverage their in-depth knowledge of consumer services to provide expert guidance on handling customer queries, requests, and complaints. They will work closely with various teams to improve processes, develop training materials, and ensure that customer interactions are handled efficiently and effectively.
• Provide Expertise: Offer expert knowledge and insights in consumer services, particularly in handling customer queries, requests, and complaints.
• Process Improvement: Identify areas for improvement in customer service processes and suggest actionable changes.
• Documentation: Assist in the development and review of project documentation, training content, and manuals to ensure accuracy and relevance.
• Training: Conduct training sessions, webinars, and workshops to enhance the team’s knowledge and performance.
• Customer Interaction: Provide guidance on complex customer interactions and ensure that responses are accurate and timely.
• Research: Stay updated on industry trends and best practices to continuously improve service quality.
• Collaboration: Work with cross-functional teams to address customer needs and issues effectively.
• Quality Assurance: Review and approve content developed by others to ensure it meets quality standards.

What You'll Bring:

Key Responsibilities:

• Responsible to handle top priority escalation calls and any other request in real time
• Possess complete knowledge on Email & Dispute operations process
• Responsible to adopt new process updates and cascade to the team
• Conduct team huddle on a regular interval
• Ensuring timely delivery of all the MIS reports required for the process & team.
• Responsible to prepare the open volume and allocate cases to production users
• Ensures to publish daily productivity plan to the manager.
• Ensures to be part of Calibration call which conducting by QA team and responsible to provide corrective action plan if any
• Adhere on the IT team downtime activity and perform UAT testing
• Accountability to escalate if any production application issues with IT team as well as management team
• Ensures to publish the agreed Operation dashboards to the Senior management team.
• Ensures to review all the RCA emails and perform CAPA for the process.
• Extended support to manage the BAU if required apart from the shift timings.

Analytical Skills: Ability to analyze data and identify trends to improve service quality.

Leadership: Strong leadership and mentorship abilities to guide and support team members.

Adaptability: Ability to adapt to changing customer needs and industry trends.

Impact You'll Make:

Knowledge, skills and abilities (KSA’s)

• Minimum Graduate degree in any stream
• Must have 3-7 years of experience in ‘Operations” or the BFSI industry (Preferrable)
• Excellent communication skills English (Verbal & Written)
• Added advantage over spoken Hindi, able to read and comprehend consumer complaints in Hindi
• Able to work in fast-paced energy, flexible and should be able to handle workload 
• 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
• Flexible towards weekend working as 6th day to manage the BAU.

This role is pivotal in enhancing customer satisfaction and ensuring that the organization’s consumer service standards are met and exceeded.

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

TransUnion Job Title

Rep II, Business Operations