Incident Coordinator-Remote

at  TransUnion

WHAT WE’LL BRING:

CyberScout (A TransUnion Company) is seeking an Incident Coordinator (IC) who will be responsible for working closely with our Global Incident Response clients, including, Breach Fulfillment Services clients and Incident Response Forensics clients. The IC provides Client and Customer service end to end, including but not limited to overseeing issuance of proposals, contracts, and ultimately, implementation and administration of the services involved in any matter entrusted to the individual.

OVERVIEW

CyberScout (A TransUnion Company) is seeking an Incident Coordinator (IC) who will be responsible for working closely with our Global Incident Response clients, including, Breach Fulfillment Services clients and Incident Response Forensics clients. The IC provides Client and Customer service end to end, including but not limited to overseeing issuance of proposals, contracts, and ultimately, implementation and administration of the services involved in any matter entrusted to the individual.

QUALIFICATIONS

• 1-5 years Project Management Experience
• Education or certifications can be considered in lieu of historical experience.
• 3-7 years working in a client facing position similar to project management and/or customer service.
• Ability to manage multiple tasks moving at varying pace within a high-pressure service environment.
• Proficient with MS Office suite; expertise with MS Excel
• Strong written and verbal communication skills.
• Excellent interpersonal skills with focus on empathetic client management.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Results driven, solution and customer focused.
• Team player; collaborative work style is vital as is in keeping with companywide ethos.
• Fluent in English and Spanish
• This is a remote position for candidates in Costa Rica, which may require occasional in-person attendance at work-related events at the discretion of management

Responsibilities include but are not limited to the following:

• Manage assigned case load with minimal direct supervision.
• Manage customer and client expectations.
• Solve complex problems for case stakeholders.
• Communicate clearly to customer the services and support offered.
• Provide professional and courteous customer service and expert assistance to clients and victims of a cyber incident/breach and/or fraud.
• Participates in project plan schedule development, monitoring and reporting.
• Intake prospects and new clients to compile information needed to build a case/project regarding breach/cyber indent and/or fraud.
• Examine and analyze information to determine the severity of the incident.
• 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/or claims.
• Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates.
• Maintain current knowledge of all new applicable regulations pertaining to data breaches.
• Directs document and data transfers between company and clients
• Actively manage mailings and other data breach related correspondence to include but not limited to: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service.
• 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 proper stakeholders.
• If applicable, language translation for correspondence, reports, training documents, other internal documents as necessary
• If applicable, live Language interpretation between internal and external stakeholders.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
TransUnion Job Title
Specialist II, Customer Support Operation