19029496 Customer Service Incident Coordinator (Swedish Speaking)

at  TransUnion

SKILLS REQUIRED:

• Must be fluent in Swedish and English (Written and Verbal).
• Strong customer service experience.
• Ability to prioritize.
• Strong communication skills.

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.

• Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties.
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft.
• Prepares written proposals for breach services that fit the situation.
• Participates in project plan schedule development, monitoring and reporting.
• Directs document and data transfers between company and clients.
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
• Ensures timely communication to internal team members, clients and other 3rd parties such as client’s counsel.
• Records and details relevant case notes into database with strong attention to detail and accuracy of information in a timely manner
• Ensures the closure of all resolved and confirmed Incident records and final report to the client /customer.
• Accountable for the overall breach/fraud incident process efficiency and effectiveness.
• Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft.
• Examine and analyse information to determine the severity of the fraud, breach and/or identity theft.
• Exercises independent judgment in setting priorities to ensure that deadlines and due dates are met.
• Act as point of contact for customer, client and internal experts
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims.
• Prepare letters, initiate telephone communications and acts as a liaison to creditor, law enforcement and government agencies
• Consults with potential and existing clients on breach incidents.
• Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates.