Bilingual Customer Care Advocate

TransUnion • Chicago, PA

5d • Onsite

About The Position

The Fraud Operations team is responsible for supporting consumer fraud resolution, dispute management, and investigation processes across TransUnion. The team plays a key role in protecting consumers and ensuring data integrity while working closely with Customer Support, Special Investigations (CSSI), and external stakeholders. This role sits within the Fraud Operations / Consumer Support function and supports high-volume case management. This role reports to Associate Lead, Consumer Quality Support.

Requirements

• Ability to read, understand, and interpret CRS (Consumer Relations System) audit trails
• Experience working with fraud case management systems and consumer data platforms
• Strong skills in data tracking, documentation, and basic analysis (Excel or similar tools)
• Familiarity with consumer dispute and fraud processing workflows
• 1–2 years of experience in an operations or customer support environment
• Bilingual in English and Spanish
• Experience handling consumer inquiries, escalations, or sensitive case resolution
• Strong understanding of confidential data handling and compliance requirements
• Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Nice To Haves

• preferred experience in fraud or disputes
• Experience working in fraud operations, financial services, or call center environments
• Exposure to trend analysis, reporting, or fraud insights generation

Responsibilities

• Analyze and process complex consumer files received from various internal / external business partners with prompt solutions.
• Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management.
• Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.
• Answer and respond to incoming calls and written inquiries from consumers and customers providing prompt resolution to escalated inquiries such as: consumer disputes, fraud resolution, and identity theft for (minors/adults).
• Analyze consumer contact data and report error trends to management.

Benefits

• day-one eligibility for medical, dental, and vision coverage
• supplemental plan options
• Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
• HSA and FSA accounts
• company-paid basic life and AD&D
• optional voluntary life and AD&D for you and your family
• short- and long-term disability
• legal plan
• pet insurance
• travel accident coverage
• adoption assistance
• fertility planning coverage
• caregiver support
• Dependent Care FSA for possibility of an employer match
• complimentary Care@Work membership
• up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return
• 401(k) with employer match
• Employee Stock Purchase Plan (ESPP)
• financial wellness resources
• career coaching
• optional long-term care insurance
• tuition reimbursement
• flexible time off for exempt employees or paid time off for nonexempt employees
• up to 12 paid holidays per year
• commuter benefits
• employee discounts
• charitable gift matching
• paid volunteer time off
• corporate volunteer events
• 24/7 support including professional therapy, coaching, and emotional well-being programs
• guided meditation and resources that support physical, mental, social, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed