Customer Service Incident Coordinator, Croatian Speaking

🔥 6 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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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

• Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents • Review and analyse case information to assess incident nature and severity and determine appropriate next steps • Provide professional, empathetic, and high-quality support to customers affected by fraud, identity theft, or data breaches • Manage customer expectations through clear updates and guidance during incident resolution • Act as a key point of contact between customers, clients, and internal subject matter experts • Gather, document, and maintain information and supporting evidence for identity restoration and remediation • Prepare correspondence and communicate with creditors, government agencies, and other third parties when required • Explain available services, support options, and recommended actions to customers • Support clients and customers in understanding breach-related incidents and identifying remediation requirements • Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams • Report to the Associate Lead, Customer Support Operations

🎯 Requirements

• Fluency in Croatian and English, both written and verbal • Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment • Strong communication and interpersonal skills • Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases • Strong organisational skills and attention to detail • Ability to manage multiple cases and maintain accurate records • Proficiency in Microsoft Office applications, including Outlook, Word, and Excel • Ability to accurately document, maintain, and manage customer case information within internal systems • Experience using customer service, case management, or customer relationship management platforms

🏖️ Benefits

• 26 days annual leave and bank holidays (increasing with service) • Global paid wellness days off • Bonus day off to celebrate your birthday • Generous contributory pension scheme • Access to the TransUnion Employee Stock Purchase Plan • Private health care • Physical, mental and financial fitness wellbeing programmes • Access to mindfulness tools • Access to diversity forums and communities • Training and development opportunities • Flexible working policies and practices • Reasonable adjustments to the recruitment process