客户服务事件协调员（会荷兰语）
Customer Service Incident Coordinator (Dutch Speaking)
TransUnion的职位申请人隐私通知
团队简介
Sontiq是TransUnion的身份保护和网络安全业务，帮助受到身份盗窃、欺诈和数据泄露影响的消费者通过专家支持和指导来保护和恢复他们的身份。团队与客户、客户以及内部专家紧密合作，在困难情况下提供及时的帮助，为客户恢复旅程带来积极的影响。此职位提供了在身份保护和客户服务领域发展专业知识的机会，同时在一个协作、以客户为中心的环境中工作。
此职位向客户支持运营副主管汇报。这是一个远程职位，根据管理层的决定，可能需要偶尔参加与工作相关的现场活动。
职位概述及核心职责
作为客户服务事件协调员（说法语），您将支持受到身份盗窃、欺诈和数据泄露事件影响的客户，帮助他们处理解决过程并获取所需的支持。您将在实现积极的客户结果中发挥重要作用，协调内部和外部利益相关者，并在敏感情况下提供安抚和指导。
这是一个轮班制岗位。
- 通过电话对客户进行访谈，收集与欺诈、数据泄露和身份盗窃事件相关的信息。
- 审查和分析案件信息，评估事件的性质和严重程度，并确定适当的下一步措施。
- 为受到欺诈、身份盗窃或数据泄露事件影响的个人提供专业、富有同理心且高质量的客户服务。
- 在事件解决过程中，通过提供清晰的更新和指导来管理客户的期望。
- 作为客户、客户和内部专家之间的主要联系人。
- 收集、记录并维护相关信息和相关证据，以协助身份恢复和补救工作。
- 在需要时准备信函并与债权人、政府机构和其他第三方进行沟通，以支持案件解决。
- 向客户清楚地解释可用的服务、支持选项和建议的行动步骤。
- 协助客户和客户理解与数据泄露相关的事件，并识别适当的补救要求。
- 对需要专家支持的案件进行升级处理。
查看英文原文
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Team Overview
Sontiq is TransUnion's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team works closely with customers, clients, and internal specialists to deliver timely assistance during challenging situations, making a meaningful difference in customers' recovery journeys. This role offers the opportunity to develop expertise in identity protection and customer support while working in a collaborative, customer-focused environment.
This role reports to the Associate Lead, Customer Support Operations.This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.Role Overview And Core Responsibilities
As a Customer Service Incident Coordinator (Dutch Speaking), you will support customers impacted by identity theft, fraud, and data breach incidents, helping them navigate the resolution process and access the support they need. You will play an important role in delivering positive customer outcomes, coordinating with internal and external stakeholders, and providing reassurance and guidance during sensitive situations.
This is a shift-pattern role.
- Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents.
- Review and analyse case information to assess the nature and severity of incidents and determine appropriate next steps.
- Provide professional, empathetic, and high-quality customer support to individuals affected by fraud, identity theft, or data breach events.
- Manage customer expectations by providing clear updates and guidance throughout the incident resolution process.
- Act as a key point of contact between customers, clients, and internal subject matter experts.
- Gather, document, and maintain relevant information and supporting evidence to assist with identity restoration and remediation activities.
- Prepare correspondence and communicate with creditors, government agencies, and other third parties when required to support case resolution.
- Clearly explain available services, support options, and recommended actions to customers.
- Support clients and customers in understanding breach-related incidents and identifying appropriate remediation requirements.
- Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams.
Required Knowledge And Experiences
- Fluency in Dutch and English, both written and verbal, to support effective communication with customers, clients, and stakeholders.
- Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment.
- Strong communication and interpersonal skills, with the ability to build trust and provide clear guidance during sensitive customer situations.
- Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases.
- Strong organisational skills and attention to detail, with the ability to manage multiple cases and maintain accurate records.
Required Technical Skills
- 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.
What’s in it for you?
At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:
- 26 days annual leave and bank holidays (increasing with service)
- Global paid wellness days off and a bonus day off to celebrate your birthday
- A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
- Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
- Access to our diversity forums and communities so you can get involved in causes close to your heart
TransUnion – a place to grow:
If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.
Flexibility at TU:
We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.
Additional support:
At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting .
Interview & Hiring Process:
Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.
We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.
Find out more about Life At TU UK:
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TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Specialist I, Customer Support OperationsOriginally posted on Himalayas