Customer Engagement Consultant – Fraud Solutions

TransUnion•Ridley Park, PA

5d•$72,300 - $105,000•Hybrid

About The Position

The Customer Engagement Consultant supports customers using TransUnion fraud and identity platforms, products, and services. The role builds customer confidence through reliable communication, project management, issue resolution, and practical, data-informed consultation. It leads customer initiatives across the project lifecycle and serves as the first line of support for day-to-day operational and technical questions from standard support customers, responding to tickets within departmental SLA requirements. The position monitors service performance, prepares reports, tracks issues to resolution, and partners with internal teams to address customer needs. It also identifies opportunities beyond direct project work, shares relevant insights with Sales, and represents the voice of the customer to inform sales processes, product roadmaps, and future solution and feature innovation. The role reports to the Director of Customer Experience and collaborates with local and remote cross-functional teams. It is hybrid, requiring work at an assigned TransUnion office at least two days a week, as well as virtual work. Flexible hours, Pacific Time coverage, on-call rotation participation, and overnight travel when needed are part of the role.

Requirements

Bachelor’s degree in business, finance, computer science, or a related field, or equivalent relevant education and experience.
At least three years of experience in consulting, project management, implementation management, fraud management, customer success, or a related discipline, with demonstrated ownership of customer initiatives and outcomes.
Ability to identify customer opportunities and challenges and translate findings into practical, data-driven solutions.
Strong customer-service orientation and relationship-building skills.
Ability to communicate complex ideas clearly in English, verbally and in writing, across organizational levels.
Ability to manage multiple priorities and collaborate effectively with remote teams.
Ability to make decisions within established policies and business plans and accommodate meetings across time zones.
Experience supporting technology platforms, products, or solutions and managing operational or technical customer issues through resolution.
Ability to monitor service-level performance, interpret service statistics, prepare detailed reports, and maintain accurate issue and ticket documentation.
Proficiency using standard project-management, customer-support, ticketing, reporting, and collaboration tools.
Availability to work Pacific Time hours, participate in an on-call rotation, and travel overnight when needed.

Nice To Haves

Knowledge of fraud, identity, risk, or related customer solutions and services.
Experience supporting customer implementations or initiatives across multiple phases of the project lifecycle.
Experience partnering with Sales, Product, and technical teams to share customer insights and identify opportunities.
Ability to work effectively with sponsors, stakeholders, and executives in local and remote environments.

Responsibilities

Build customer confidence through timely communication, effective project management, and consistent follow-through.
Lead customer initiatives throughout the project lifecycle, coordinating activities, stakeholders, and deliverables.
Provide first-line operational and technical support to standard support customers and respond to tickets within established SLA requirements.
Monitor service statistics, prepare detailed reports, and track customer issues through resolution.
Provide operational support for customer issues involving fraud and identity platforms, products, and solutions, partnering with internal teams as needed.
Consult with customers to identify opportunities and challenges and develop practical, efficient, data-informed solutions.
Identify customer needs and opportunities beyond direct project work, communicate relevant insights to Sales, and represent the customer voice in the sales process and product development.
Build effective relationships with local and remote team members, sponsors, stakeholders, and executives.
Take ownership of assigned work and deliver high-quality results and recommendations in a fast-paced environment with limited guidance.
Work flexible hours as needed for on-call and critical customer incidents, collaborate across time zones, and provide customer coverage during Pacific Time hours.
Participate in an on-call rotation and travel overnight when needed.

Benefits

Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Eligible dependent coverage on select plans.
Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
Company-paid basic life and AD&D insurance; optional voluntary life and AD&D insurance.
Short- and long-term disability coverage.
Optional legal plan, pet insurance, and travel accident coverage.
Adoption assistance, fertility planning coverage, and caregiver support.
Dependent Care FSA, with possibility of an employer match, and Care@Work membership.
Up to 12 weeks of paid parental leave with eligibility for a gradual return.
401(k) with employer match and Employee Stock Purchase Plan (ESPP).
Financial wellness resources and 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 and employee discounts.
Charitable gift matching and paid volunteer time off, plus corporate volunteer events.
24/7 professional therapy, coaching, emotional well-being programs, guided meditation, and resources supporting physical, mental, social, and financial wellness.
Regular full-time non-sales positions may be eligible for the annual bonus plan; certain positions may also be eligible for long-term incentives and other payments.