Job Description

TransUnion's Job Applicant Privacy Notice

Team Overview

Sontiq is TransUnion’s identity protection and cyber safety business. The team supports consumers affected by identity theft, data breaches, and fraud-related incidents, helping them protect and restore their identity through expert guidance and customer support. The function operates in a fast-paced, customer-focused environment across customer operations, incident response, service delivery, and support leadership.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

And Core Responsibilities

We’re looking for a Customer Service Incident Coordinator, Swedish Speaking, to join our growing Sontiq team. This is a shift pattern role, Monday to Friday, 10:30 to 19:00.

In this role, you’ll be responsible for:

• Screening and interviewing clients by telephone to gather information relating to breach, fraud, and/or identity theft incidents.

• Reviewing and analysing information to understand the severity of each fraud, breach, or identity theft case.

• Providing professional, courteous customer service and expert support to clients and individuals impacted by breach, fraud, and/or identity theft.

• Managing customer and client expectations throughout the incident resolution process.

• Acting as a key point of contact between customers, clients, and internal experts.

• Gathering, assembling, and preserving relevant facts, statements, affidavits, and evidence to support breach remediation and identity theft claims.

• Preparing letters, initiating telephone communications, and liaising with creditors, law enforcement, and government agencies where required.

• Clearly explaining the services and support available to customers.

• Consulting with potential and existing clients on breach incidents to determine whether remediation is required.

• Escalating incidents that require support from other internal teams and coordinating discussions, meetings, and updates.

Required Knowledge And Experiences

• Fluency in Swedish and English, both written and verbal, to support client and customer communication.

• Previous customer service experience, ideally within a fast-paced or customer-facing environment.

What’s in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.

Find out more about Life At TU UK:

https://twitter.com/TransUnionUK

https://www.linkedin.com/company/transunion/life/

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Specialist I, Customer Support Operations