Customer Care Advocate

TransUnion • Chicago, PA

5d • Onsite

About The Position

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices Team Overview The Consumer Quality Support team at TransUnion plays a critical role in delivering customer assistance for identity protection and resolution services, particularly in sensitive situations such as identity theft or data exposure. This team ensures customers receive timely, accurate, and empathetic support, directly contributing to customer trust, loyalty, and overall engagement. By combining strong customer care with TransUnion’s technology-driven approach, the team supports the company’s mission of providing Intelligent Identity Security. This role reports to Consumer Operations Support Associate Lead.

Requirements

• Microsoft Office (Excel, Word, Outlook) – for documentation and communication
• Customer Relationship Management (CRM) systems – for case tracking and customer records
• Internet and system navigation skills – to efficiently access tools and information
• Data entry and basic troubleshooting skills – for accurate issue resolution
• 2+ years of customer service or contact center experience – required to handle customer interactions effectively
• Experience in industries like identity theft, financial services, credit cards, telecom, or mortgage – helps understand customer issues
• High school diploma required; associate or bachelor’s degree preferred – ensures foundational knowledge

Nice To Haves

• Strong communication skills (verbal and written) – to clearly explain complex issues
• Empathy and customer-first mindset – improves customer satisfaction and trust

Responsibilities

• Provide customer support for identity-related issues, including data exposure and fraud situations
• Assess customer issues quickly and provide clear, actionable guidance
• Handle inbound/outbound calls and maintain strong customer relationships
• Accurately document interactions and perform data entry in CRM systems
• Troubleshoot basic technical and customer account-related issues
• Manage multiple cases simultaneously with high attention to detail and urgency
• Collaborate with team members and follow guidance while also taking initiative when needed

Benefits

• Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
• Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
• Tax‑advantaged HSA and FSA accounts
• Company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability.
• Legal plan, pet insurance, and travel accident coverage.
• Adoption assistance and 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: High school or GED