TransUnion's Job Applicant Privacy Notice
What We'll Bring:
To provide exceptional customer service by handling incoming calls, assisting walk-in customers, resolving queries and disputes, and ensuring accurate processing of consumer requests in compliance with company policies and regulatory requirements. Consumers with information, education and assistance.
What You'll Bring:
Key Responsibilities:
Handle Consumer Interactions:
- Attend to incoming calls and assist walk-in customers promptly and professionally.
- Accurately process consumer requests and capture information into relevant systems for each call, query, or dispute received.
Query and Dispute Management:
- Investigate and resolve consumer disputes and queries within agreed timelines.
- Provide timely feedback to consumers via email, telephone, or in person regarding queries and disputes logged.
- Maintain and update contact lists to ensure subscriber information is accurate and up to date.
Consumer Education:
- Educate consumers on Kenya Credit Bureau Regulations, particularly regarding dispute and query processes.
Record Keeping and Reporting:
- Update daily query log sheets (statistics) and submit to supervisors.
- Ensure accurate documentation of all consumer interactions and resolutions.
Quality and Compliance:
- Maintain high standards of call quality and customer service while handling requests.
- Adhere to company and departmental policies, procedures, and compliance requirements.
Perform any other duties as assigned by the supervisor to support departmental objectives.
Impact You'll Make:
Skills and Qualifications:
- Diploma or Degree in Business, Customer Service, or related field.
- Minimum of 1–2 years’ experience in a customer service role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency in MS Office and CRM systems.
- Ability to work under pressure and manage multiple tasks effectively
- Begins to develop an understanding of the technical aspects of products and services.
- Must have thorough understanding of various equipment typically found in an office environment. Must be able to complete assignments accurately and within the given deadlines.
- Must be able to plan accordingly when deadlines of current projects change.
- Ability to prioritize customer requests.
- Must be able to work independently with minimum supervision.
- Ability to effectively resolve questions and problems by acting as a liaison with multiple parties.
- Generally, works independently with very limited supervision, prioritizing tasks and creating daily work plans.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
TransUnion Job Title
Administrator II, Operations Support