Job Description

TransUnion's Job Applicant Privacy Notice What We'll Bring: At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. What You'll Bring: Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase client satisfaction Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction. Analyze repeat complains and do root cause analysis of escalation for improving the escalation procedures and ensuring compliance with the corporate and regional escalation policies Monitor & guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and assure teams availability to close the escalation process Focus on escalation clarification processes and ensure customer satisfaction Work together with other team members for cross training and being a back-up to other team members. Collaborating with cross functional team in resolving complaints within defined timelines Ensure maintenance & management of records under escalation process. Impact You'll Make: Experience and Skills
Master’s degree in Business Administration/ Operations or a related field.
Minimum 5-6 years of relevant experience as a part of Grievance Redressal team in BFSI sector Scientific/ Technical Competencies 1. Operational Excellence 2. Business Acumen 3. Analytical Skills 4. Risk Assessment 5. Influence and Negotiate 6. Team Management 7. Project Management 8. Data Analytics Behavioral 1. Strong team player 2. Prompt and attention to detail 3. Excellent written and verbal communication skills 4. Ability to work under pressure in a fast past environment and deliver as per expectations in terms of timelines an quality 5. Interpersonal Skills TransUnion Job Title Specialist III, Consumer Experience