Customer Care Advocate

Team Overview

The Consumer Quality Support team at Trans Union plays a critical role in delivering customer assistance for identity protection and resolution services, particularly in sensitive situations such as identity theft or data exposure. This team ensures customers receive timely, accurate, and empathetic support, directly contributing to customer trust, loyalty, and overall engagement. By combining strong customer care with Trans Union's technology‑driven approach, the team supports the company's mission of providing Intelligent Identity Security.

This role reports to Consumer Operations Support Associate Lead.

• Provide customer support for identity‑related issues, including data exposure and fraud situations
• Assess customer issues quickly and provide clear, actionable guidance
• Handle inbound/outbound calls and maintain strong customer relationships
• Accurately document interactions and perform data entry in CRM systems
• Troubleshoot basic technical and customer‑account related issues
• Manage multiple cases simultaneously with high attention to detail and urgency
• Collaborate with team members and follow guidance while also taking initiative when needed

• Microsoft Office (Excel, Word, Outlook) – for documentation and communication
• Customer Relationship Management (CRM) systems – for case tracking and customer records
• Internet and system navigation skills – to efficiently access tools and information
• Data entry and basic troubleshooting skills – for accurate issue resolution

• 2+ years of customer service or contact center experience – required to handle customer interactions effectively
• Experience in industries like identity theft, financial services, credit cards, telecom, or mortgage – helps understand customer issues
• High school diploma required; associate or bachelor's degree preferred – ensures foundational knowledge

• Strong communication skills (verbal and written) – to clearly explain complex issues
• Empathy and customer‑first mindset – improves customer satisfaction and trust

For Your Health
:
Enjoy day‑one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection
:
We've got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑and‑long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family
:
From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future
:
Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.

For You
:
Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness
:
Access 24/7 support including professional therapy, coaching, and emotional wellbeing programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

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…