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Rep 1, Voice Operations

hace 2 semanas

Lagunilla, Costa Rica TransUnion A tiempo completo

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
What You'll Bring:
Highest level of formal schooling for the specific region

1 year Customer Service Experience - in a contact centre environment, which includes inbound voice customer care/support (Outbound experience advantageous)

Excellent Spanish verbal, written and interpersonal communication skills, with a good command of English

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, with the ability to demonstrate a readiness to make decisions, take initiative and originate action

Demonstrate attention to detail in all work completed

Collaborates well with others in 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

**What You'll Bring**:
**Impact You'll Make**:

- Ability to learn and maintain a consistently high level of knowledge regarding Transunion’s products, services, systems, processes, policy knowledge and tools and by doing so demonstrate consistent knowledge of these services and processes when performing all voice operations in a professional tone
- Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available.
- Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
- Where applicable educate customers/consumers on TransUnion products, processes and any 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
- Adheres to established company processes and procedures when responding to support phone calls and resolves customer queries with willingness, appropriate tone and language within acceptable time frames
- Works with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work is delivered to customers and consumers
- Ability to work according to all individual targets in order to achieve departmental service levels agreements (Eg Adherence to schedules, manages individual performance for aux time usage, quality standards, average handle times, productivity requirements, etc) as well as adherence to company and departmental policies, procedures and compliance.
- Performs other duties as assigned

**Impact You'll Make**:
Rep I, Consumer Operations Support

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Rep I, Consumer Operations Support