Back Office Operations Rep II
Job Summary
Job Description
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/scores/dispute. This role involves ensuring all emails are responded to correctly and completely within the prescribed SLA, drafting responses independently, and escalating probable escalations or sensitive issues for faster resolution. The representative will also interact with member bank representatives and direct consumers/entities through phone/email to fast-track resolutions.
Must have:
- 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
- Willing to work on Weekends / Holidays / Shift extension as per Business Requirement
- Willing to work in Permanent Work from Office as per Business Requirement
- Comfortable with access restricted area Model
- Flexible to make Out calling to members/Consumer on need basis
- Need to maintain Quality and Accuracy scores as per the business requirements
- Minimum Graduate degree in any stream
- Minimum 5-7 years of experience in ‘Banking operations’ or BPO or the BFSI industry
- Excellent communication skills (English) both verbal and written
- 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
- Strong Team player
- Good knowledge of MS – office
Good to have:
- Experience in Credit Bureaus
3 skills required
Job Details
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/scores/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 as per Business Requirement
- Should be comfortable with access restricted area Model which has been implemented across India GCC.
- Should be flexible to make Out calling to members/Consumer on need basis.
- Need to maintain Quality and Accuracy scores as per the business requirements.
Impact You'll Make:
- Minimum Graduate degree in any stream
- Must have minimum 5-7 years of experience in ‘Banking operations’ or BPO or the BFSI industry
- Excellent communication skills (English) both verbal and written
- 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
This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.
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About The Company
TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.
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