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What We'll Bring:
Customer Support Operations-Reseller Support Representative III (A03)
What You'll Bring:• Sales Support Overview: Reseller Support Representatives are tasked with managing various touch points of the customer experience. Reseller Support provides services to Reseller Partners that operate in the following fields of use: Employment, Tenant Screening, Auto, Mortgage, and Healthcare. Providing services to Reseller Partners that operate in the following fields of use: Employment, Tenant Screening, Auto, Mortgage, and Healthcare. You will interact and act as a liaison between various internal departments and external parties to resolve customer and sales related questions and problems.• Our Reseller Support Team (Customer Support Operations) prides itself in managing the various touch points - e-mail, phone and online - through which consumers and certain business-to-business customers and partners interact with the company. The Group provides Quality Assurance, User Experience, Policy Management, Training, Vendor Management, Project Management and Financial Support Services, among others, as part of its shared services offering. Our highly customer service-oriented associates take pride in assisting consumers with their credit-related questions, concerns and needs as well as supporting TransUnion's Reseller Partner to End-user level customers, consumers, and partners (Reseller and Auto Direct via customer: AMM).
Impact You'll Make:
Basic Accountability

• A senior-level position responsible for handling the firm's Reseller accounts with greater possibility for escalated inquiries and complex product and report requests.
• Helps document processes to ensure coverage and memorialization of key functions for the department.
• Responsible for facilitating and participating in customer calls.
• Walk through product and sub code set ups with internal and external customers.
• Seen as a SME for majority of the functions in the department.

Duties and Responsibilities

• Responds to escalated inquiries in a timely manner with the utmost urgency.
• Acts as a liaison with other departments such as TUCTS, TU Direct and Consumer area to name a few.
• Shares necessary skills and best practices with the department and floor. Is seen as the go-to person for complex and or routine tasks based on past experiences and knowledge.
• Helps in customer audit process by collecting information and addressing audits requests from Sales team.
• Provides support to the leadership team by applying effective decision making and directing the team as applicable.
• Provides supports to various internal business units by addressing concerns by utilizing effective problem solving skills.
• Reviews work processed by other reps, covers quality feedback, answers questions and could perform coaching sessions. Maintains constant communication with Leads regarding any issues or error trends that are noticed.
• Works on special assignments and performs other related duties as assigned.
• This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Qualifications

• 2+ years' experience with demonstrated competencies * (minimum of 1-2 with OSG Trans Union directly preferred)
• Experience and understanding of TU practices, procedures, and compliance requirements
• Must possess excellent listening and communication skills with the ability to make decisions appropriately and independently
• Demonstrated understanding of credit reporting laws and regulations (Consumer Data Industry Association certificates a plus or will complete this within 3 months of starting in the role).
• Proficient with TU systems, SalesForce, TUBS, SCM, OnBase, PeopleSoft, Vista and OBIEE reporting capabilities. Always looking to improve our technology utilization.
• Provides supports to various internal business units by addressing concerns by utilizing effective problem solving skills.
• Demonstrated analytical, summarization, conceptualization and prioritization skills in a rapidly changing environment
• Works on special assignments and performs other related duties as assigned.
• Strong attention to detail and leads by example.

Competency (Performance)
Communication

• Listens effectively to others, asks questions for clarification and ensures message is understood.
• Communicates in a clear and concise manner (tone, message, method)
• Tailors communication style to the needs of each situation and audience
• Established rapport with other departments

Building Customer Loyalty

• Actively gathers and leverages information to understand current and prospect customer business priorities, problems, expectations, and needs; seeks customer feedback and suggestions for improving products & services
• Develops innovative customer service initiatives which significantly improves quality and enhances customer satisfaction
• Maintains effective communication. Shares information and readily determines go-to person for relevant information. Seeks assistance and feedback in the problem solving process
• Emphasizes a team approach to providing great customer service
• Takes opportunities to exceed expectations without making unrealistic commitments.
• Educates the customer (internal/external) by sharing information and insights

Earning Trust

• Earns others' trust and respect through consistent honesty and professionalism in all interactions
• Adheres to a set of core values that are represented in decisions and actions
• Conveys a professional presence and positive impression

Driving for Results

• Does not give up, remains focused on attaining results despite obstacles and interruptions.
• Depicts a sense of urgency
• Prioritizes tasks based on importance
• Seeks feedback from stakeholders to help improve performance
• Stays positive and promotes a positive culture within the department

Innovation

• Asks provocative questions to understand current practices and the customer's experience before moving to problem solving; seeks to understand and experience the full array of stakeholders' (e.g., internal partners, suppliers, and customers) behavior, needs, concerns, and desires to unlock new opportunities for innovation.
• Constantly working for ways to improve process and situation

Accountability

• Serves as a resource for others regrading major developments in discipline or specialty area, and facilitates sharing of methods and knowledge
• Takes on additional work and gives additional effort to go above their normal job to assist others (internal and external).
• Dedicates time and energy to tasks to ensure that no aspect of the work is neglected; works to overcome obstacles. Manager doesn't have to follow up to get things done, I can be trusted to resolve obstacles to meet customer expectations

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.
We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
TransUnion's Internal Job Title:
Rep III, Sales Support