Verified Job
Legal
Bilingual Special Handling Investigator - 18 month contract- job post TransUnion
Legal
#805246
Remote / WFH
TransUnion
Job Description
Full job description
TransUnion's Job Applicant Privacy Notice
Team Overview
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.
Role Overview And Core Responsibilities
The Special Handling Investigator is responsible for supporting high-touch, escalated consumer cases, which require resolution. The agent must be a subject matter expert in all investigation processes.
This position will intake 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. The agent will consult 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. Externally, they will liaise with Financial Institutions, Provincial and Territorial Consumer Affairs Offices, Territorial, Provincial and Municipal Law Enforcement agencies, and Provincial courts. During escalations, they will conduct research into all complaints and recommend required action in assisting with all issues efficiently.
Key Tasks:
Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
Fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels. Collection of accurate information and documentation of unresolved issues.
Assures attention to detail to provide quality service for all consumer investigations, calls or interactions.
Act as a subject-matter expert for Investigations processes. Reviews and maintains department policies, ensuring Help Site is up to date.
Support investigation processes and consumer communications to resolve matters related to TransUnion's compliance policies and procedures.
Train and onboard new Investigation team members by facilitating individual and group training sessions focused on processes, quality standards, performance metrics, and operational procedures.
Manage incoming consumer inquiries through email, phone, and written correspondence, ensuring timely and professional responses within established service-level agreements.
Provide departmental support by gathering accurate, complete, and validated information using approved research methods and TransUnion systems and tools.
Build and maintain strong working relationships with internal and external stakeholders through open communication, collaboration, and a commitment to delivering excellent service while promoting the TransUnion brand.
Leverage available resources and management guidance to identify and implement effective customer-focused solutions.
Demonstrate expert knowledge of operational procedures and proactively recommend process improvements to enhance efficiency, quality, and customer experience.
Support Specialist Complaint Investigators in the timely resolution of complex and high-profile consumer escalations.
Partner with Legal and Compliance teams to facilitate the effective and timely resolution of escalated and sensitive cases.
Maintain high levels of accountability by delivering quality service, promptly addressing and documenting quality concerns and rework opportunities, and effectively managing stakeholder and customer relationships.
TransUnion's Job Applicant Privacy Notice
Team Overview
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.
Role Overview And Core Responsibilities
The Special Handling Investigator is responsible for supporting high-touch, escalated consumer cases, which require resolution. The agent must be a subject matter expert in all investigation processes.
This position will intake 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. The agent will consult 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. Externally, they will liaise with Financial Institutions, Provincial and Territorial Consumer Affairs Offices, Territorial, Provincial and Municipal Law Enforcement agencies, and Provincial courts. During escalations, they will conduct research into all complaints and recommend required action in assisting with all issues efficiently.
Key Tasks:
Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
Fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels. Collection of accurate information and documentation of unresolved issues.
Assures attention to detail to provide quality service for all consumer investigations, calls or interactions.
Act as a subject-matter expert for Investigations processes. Reviews and maintains department policies, ensuring Help Site is up to date.
Support investigation processes and consumer communications to resolve matters related to TransUnion's compliance policies and procedures.
Train and onboard new Investigation team members by facilitating individual and group training sessions focused on processes, quality standards, performance metrics, and operational procedures.
Manage incoming consumer inquiries through email, phone, and written correspondence, ensuring timely and professional responses within established service-level agreements.
Provide departmental support by gathering accurate, complete, and validated information using approved research methods and TransUnion systems and tools.
Build and maintain strong working relationships with internal and external stakeholders through open communication, collaboration, and a commitment to delivering excellent service while promoting the TransUnion brand.
Leverage available resources and management guidance to identify and implement effective customer-focused solutions.
Demonstrate expert knowledge of operational procedures and proactively recommend process improvements to enhance efficiency, quality, and customer experience.
Support Specialist Complaint Investigators in the timely resolution of complex and high-profile consumer escalations.
Partner with Legal and Compliance teams to facilitate the effective and timely resolution of escalated and sensitive cases.
Maintain high levels of accountability by delivering quality service, promptly addressing and documenting quality concerns and rework opportunities, and effectively managing stakeholder and customer relationships.
