Bilingual Special Handling Investigator

TransUnion•Remote - Canada, ON

2d•CA$46,000 - CA$63,000•Remote

About The Position

The Special Handling team is responsible for assisting legal with all consumer litigations and any other consumer related matters which legal requests. In addition to supporting consumer investigations, escalations, reporting, and customer service functions, this role provides operational support through daily reporting, ticket management, customer communications, onboarding activities, fraud-related investigations, business continuity support, training documentation maintenance, portal administration, and coordination with internal business partners including Sales, Enablement, Product, Mail Operations, and IT teams. These responsibilities ensure timely issue resolution, business continuity, regulatory compliance, and a high level of customer service excellence. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Requirements

3+ years of subject matter expertise in all areas of consumer Investigations, escalations and applies expertise to support our organization's vision and strategic direction.
Ability to speak and write in French is a must have.
Strong decision-making skills.
Aptitude for continuous process improvement.
Demonstrated strong communication and written skills.
Time management skills with the ability to prioritize and multitask.
Excellent problem-solving ability and willingness to take initiative to propose new solutions and change.
Ability to work effectively both independently, unsupervised and as a team.
Strong collaborator helps to keep motivation high by being supportive to colleagues.
Strong customer service skills to maintain relationship between TransUnion and customers.
Accountable for required action on assigned tasks.

Responsibilities

Supporting high-touch, escalated consumer cases, which require resolution.
Acting as a subject matter expert in all investigation processes.
Intaking complaints via numerous channels such as; calls and written communication pertaining to cases from escalated consumers, Ministry, and Lawyers that might lead to Litigation, media, or other consumer complaints.
Consulting with various internal and external support groups to resolve credit file related issues and complaints such as; Customer Service, Membership Support, Data Acquisitions, Legal and Compliance departments.
Liaising with Financial Institutions, Provincial and Territorial Consumer Affairs Offices, Territorial, Provincial and Municipal Law Enforcement agencies, and Provincial courts.
Conducting research into all complaints and recommending required action in assisting with all issues efficiently.
Serving as the point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
Performing fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels.
Collecting accurate information and documenting unresolved issues.
Assuring attention to detail to provide quality service for all consumer investigations, calls or interactions.
Reviewing and maintaining department policies, ensuring Help Site is up to date.
Supporting investigation processes and consumer communications to resolve matters related to TransUnion's compliance policies and procedures.
Training and onboarding new Investigation team members by facilitating individual and group training sessions focused on processes, quality standards, performance metrics, and operational procedures.
Managing incoming consumer inquiries through email, phone, and written correspondence, ensuring timely and professional responses within established service-level agreements.
Providing departmental support by gathering accurate, complete, and validated information using approved research methods and TransUnion systems and tools.
Building and maintaining strong working relationships with internal and external stakeholders through open communication, collaboration, and a commitment to delivering excellent service while promoting the TransUnion brand.
Leveraging available resources and management guidance to identify and implement effective customer-focused solutions.
Demonstrating expert knowledge of operational procedures and proactively recommending process improvements to enhance efficiency, quality, and customer experience.
Supporting Specialist Complaint Investigators in the timely resolution of complex and high-profile consumer escalations.
Partnering with Legal and Compliance teams to facilitate the effective and timely resolution of escalated and sensitive cases.
Maintaining high levels of accountability by delivering quality service, promptly addressing and documenting quality concerns and rework opportunities, and effectively managing stakeholder and customer relationships.
Staying current with applicable consumer reporting legislation, regulatory requirements, law enforcement procedures, and company policies to ensure ongoing compliance.
Safeguarding consumer privacy by adhering to PIPEDA requirements and TransUnion policies, exercising sound judgment in handling confidential information and privacy-related incidents.
Consistently achieving established performance, quality, productivity, and service goals while proactively identifying opportunities to improve work processes.
Demonstrating initiative, resilience, and problem-solving skills by identifying and removing obstacles, meeting deadlines, and achieving business objectives.
Managing daily Horizon Case Reporting and operational performance tracking.
Processing and resolving daily customer email inquiries and Remedy tickets within established service levels.
Supporting customer onboarding reporting and related operational activities.
Administering Hold Fax and Missing Fax processes to ensure timely document handling.
Conducting project recovery and fraud/fictitious request investigations.
Supporting Business Continuity Planning (BCP) activities, including Coupa invoice requests, daily mail-volume reporting, quarterly BIA completion, and IT issue escalation.
Maintaining training materials, operational manuals, and portal site content.
Delivering customer support and follow-up communications to ensure successful issue resolution.
Partnering with Sales, Enablement, Product, Mail Operations, and IT teams to resolve customer and operational issues efficiently.