About

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Voice Associate is responsible for answering inbound phone calls relating to TransUnion Products and Services. The Voice Associate will support both customers and consumers who use the TransUnion Services.

• Fluent in English and Spanish
• Experience as a highly efficient contact center agent in an inbound call center (Outbound and Back office – Advantageous)
• Ability to learn and maintain a consistently high level of knowledge regarding TransUnion’s products, services, systems, processes, policy knowledge, and tools
• Provide an exceptional customer experience by anticipating needs and proactively resolving issues
• Resolve all consumer queries with willingness, appropriate tone, and language within acceptable time frames
• Educate customers/consumers on TransUnion products, processes, and applicable regulatory information
• Accurately and efficiently capture all customer/consumer details and data relevant to the call
• Maintain a solid understanding of US credit/financial principles
• Adhere to established company processes and procedures when responding to support phone calls
• Work with QA and team lead to improve individual performance based on feedback and coaching
• Work according to individual targets to achieve departmental service level agreements
• Perform other duties as assigned

Qualifications

• Fluent in English and Spanish
• Valid work permit or SA resident
• Highest level of formal schooling for the specific region
• 1 – 3 years Customer Service Experience in a contact centre environment
• Excellent written and interpersonal communication skills
• Excellent listening skills and the ability to deal with irate customers regularly
• Ability to work remotely, independently, and have a strong sense of duty
• A self-starter with strong initiative
• Demonstrate attention to detail in all work completed
• Collaborates well with others in a team-oriented environment
• Proactively works to improve knowledge and adherence to company processes and procedures
• Adapts well to change and can adjust priorities as needed
• Displays effective time management skills
• Highly computer literate

Requirements

• Preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets
• Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful

Benefits

• Flexibility of working from home
• Dynamic and diverse environment that values and promotes the growth of associates