Customer Engagement Consultant – Fraud Solutions

TransUnion•Chicago, IL

4d•Hybrid

About The Position

The Customer Engagement Consultant – Fraud Solutions is part of TransUnion’s Customer Experience team, which provides operational and technical support across fraud and identity platforms and services. The team monitors solution performance against service-level agreement (SLA) standards, manages issues through resolution, and develops solutions that strengthen customer outcomes and relationships. This role reports to the Director of Customer Experience and collaborates with cross-functional teams supporting pioneering products and technology. This is a hybrid position, with regular virtual work and in-person responsibilities at an assigned TransUnion office for at least two days per week. The role leads customer initiatives throughout the project lifecycle, supports day-to-day operational and technical questions, monitors service performance, and works with customers and internal teams to resolve issues and identify practical, data-informed solutions. The consultant also shares customer insights and opportunities with Sales and represents the voice of the customer in discussions about the sales process, product roadmap, and future solutions and features. The position requires availability to work Pacific Time hours, accommodate meetings across time zones, participate in an on-call rotation, and work flexible hours as needed for critical customer incidents and globally distributed teams. Overnight travel may be needed. Applicants must be authorized to work in the United States without current or future employer immigration sponsorship. Regular full-time non-sales positions may be eligible for TransUnion’s annual bonus plan; certain positions may also qualify for long-term incentives or other payments.

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, collaborate with remote teams, and make decisions within established policies and business plans.
Ability to accommodate meetings across time zones, participate in an on-call rotation, and travel overnight when needed.
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.
Authorization 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

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, reliable communication, effective project management, and consistent follow-through.
Lead customer initiatives throughout the project lifecycle, coordinating activities, stakeholders, and deliverables to support successful implementations and project outcomes.
Serve 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.
Monitor service statistics, prepare detailed reports, and accurately 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 aligned with their objectives.
Identify customer needs and relevant opportunities beyond direct project work, communicate insights to Sales, and represent the voice of the customer in the sales process, product roadmap, and future solution and feature innovation.
Build effective relationships with local and remote cross-functional team members, sponsors, key stakeholders, and executives.
Take ownership of assigned work and deliver high-quality results and recommendations in a fast-paced environment with limited guidance.
Accommodate flexible hours, on-call support, and collaboration with globally distributed teams and customers as needed.

Benefits

Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage on select plans.
Tax-advantaged HSA and FSA accounts.
Company-paid basic life and AD&D insurance, optional voluntary life and AD&D coverage, and short- and long-term disability.
Optional legal plan, pet insurance, and travel accident coverage.
Adoption assistance, fertility planning coverage, and caregiver support.
Dependent Care FSA, with the possibility of an employer match, and a complimentary 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, career coaching, and 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 access to professional therapy, coaching, emotional well-being programs, guided meditation, and physical, mental, social, and financial wellness resources.
Regular full-time non-sales positions may be eligible for an annual bonus plan; certain positions may be eligible for long-term incentives and other payments.