Disputes Team Leader

🕒 June 30

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TransUnion

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1968

💼 Consulting

📣 Marketing

📦 Logistics

💰 Post-IPO Debt on 2018-04

Consulting • Marketing • Logistics

TransUnion is a global credit information and insights company based in the United States. It offers a range of products and services related to credit monitoring, identity theft protection, and credit report management, including free annual credit reports, fraud alerts, and credit freezing services. TransUnion uses the VantageScore® 3. 0 model to provide credit scores, although lenders may use different models to assess creditworthiness. It provides powerful tools for consumers to manage and understand their credit health, such as credit monitoring with alerts and ID theft insurance. TransUnion serves various industries, including financial services, automotive, and media, and is committed to financial inclusion, data security, and consumer privacy. It also provides business solutions for credit portfolio management, customer acquisition, debt recovery, and fraud prevention.

📋 Description

• Guide and support a high-performing customer service team • Ensure exceptional service delivery and adherence to regulatory and company standards • Support the UK Consumer base with strategic oversight and hands-on expertise • Oversee daily operations, allocate tasks, and ensure deadlines and quality standards are met • Mentor and coach team members, including junior leaders • Develop and implement plans, set goals, and monitor performance metrics • Coordinate workflows and implement process improvements • Enforce operational policies and procedures • Address escalated issues and mediate disputes • Liaise between the team and higher management • Facilitate cross-functional collaboration • Conduct team meetings and performance reviews • Organize team-building activities • Contribute to succession planning • Build relationships with Credit teams, Front Office, Legal, and other teams • Manage customer and consumer expectations, complaints, and escalations • Recruit, train, and continuously coach contact center staff • Work with Global QA to ensure consistent consumer experience and outcomes • Prepare reports and analyze contact center data • Ensure resources are allocated to maximize efficiency and customer satisfaction • Ensure compliance with company and country policies, procedures, and legal regulatory requirements

🎯 Requirements

• 3–5 years’ experience managing a team remotely • 5–8 years’ experience in a management or supervisory position in a services call center • 4–5 years’ experience managing back-office functions • Excellent leadership and time management skills • Excellent written and verbal communication skills • Strong planning and organization skills • Strong problem-solving and decision-making skills • Working knowledge of customer service software and CRM tools • Excellent Excel and presentation skills • 3–4 years’ experience creating reports and analyzing data • Must reside in South Africa and may not work outside South Africa • Must have a fibre-ready home with space for comfortable and confidential work • Minimum 100/100 Mbps fibre line required; must install or upgrade by day one if successful • Certain positions may require a clear credit record

🏖️ Benefits

• Permanent work-from-home flexibility • Work/life flexibility • Wellbeing support for you and your family • Competitive rewards • Comprehensive benefits • Meaningful career development • Access to global exposure • Accredited learning • Professional development opportunities • Fibre-ready home working environment