ROLE:

This position will intake complaints via numerous channels such as; calls and written communication pertaining to cases from escalated consumers, Ministry, and Lawyers that might lead to Litigation, media, or other consumer complaints. The agent will consult with various internal and external support groups to resolve credit file related issues and complaints such as; Customer Service, Membership Support, Data Acquisitions, Legal and Compliance departments. Externally, they will liaise with Financial Institutions, Provincial and Territorial Consumer Affairs Offices, Territorial, Provincial and Municipal Law Enforcement agencies, and Provincial courts. During escalations, they will perform research for all complaints and recommend required action in assisting all issues efficiently.
This team is responsible for assisting legal with all consumer litigations and any other consumer related matters which legal requests.
This team is also responsible for administrative tasks, such as: SharePoint (call back tracker, complaint tracker, privacy breach tracker, and the regulatory AMF tracker); management of a shared mailbox with incoming consumer emails/complaints and their resolution; business solutions complaints received and their resolution. The Complaint Investigator, should have superior customer relationship management and communication and written skills, must have excellent attention to details and the ability to manage difficult and complex interdepartmental cases.

RESPONSIBILITIES:

• Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
• Fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels. Collection of accurate information and documentation of unresolved issues.
• Assures attention to detail to provide quality service for all consumer investigations, calls or interactions.
• Acts as a subject-matter expert for Investigations processes. Reviews and maintains department policies, ensuring Help Site is up to date.
• Supports Investigations processes and communication for consumers that require resolution with matters concerning TransUnion Compliance with policies.
• Trains all new investigations team members and any new hires on processes, quality metrics and procedures by facilitating individual and group sessions.
• Manages incoming emails, calls and written documents from consumers and responds within stipulated timelines.
• Provides internal departmental support by gathering accurate, valid, and complete information while utilizing proper methods and using TransUnion tools.
• Builds sustainable relationships through teamwork which facilitates trust through open and interactive communication for both internal and external stakeholder while promoting the TransUnion brand.
• Utilizes available resources and guidance from the Management team in order to deliver the best customer solutions.
• P ossess a deep understanding of procedures offering recommendations for process improvement opportunities.
• Supports Specialist Complaint Investigator with whatever means are necessary to ensure timely resolution of high-profile escalations.
• Supports Legal/Compliance with whatever means are necessary to ensure timely resolution of high-profile escalations.
• Performs all tasks with high levels of accountability in ensuring high standards of quality service by ensuring that quality and rework errors are addressed and recorded on a timely basis so to skillfully managing stakeholder/customer relationship.

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• Abides by and remains up to date with current changes to the consumer reporting act and legislation; ministry/law enforcement procedures and regulations/policies.
• Exercises a high level of trust and confidentiality by adhering to PIPEDA legislation and TransUnion’s policies and procedures - protecting consumer privacy and managing privacy breach situations.
• Consistently meets established measurable criteria and initiates work procedures to achieve high level of quality, productivity, and service.
• Anticipates and persists in removing all obstacles to achieve goals and meet deadlines.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.
Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.
TransUnion’s Internal Job Title:
Rep III, Consumer Operations Suppor