Bilingual Special Handling Investigator

Job Applicant Privacy Notice Team Overview

The Special Handling team assists legal with consumer litigations and other consumer-related matters requested by legal. The 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 management’s discretion.

The Special Handling Investigator supports high‑touch, escalated consumer cases that require resolution.

Responsibilities include:

• Intake complaints via multiple channels (calls, emails, written communication) from escalated consumers, ministries, and lawyers that may lead to litigation, media, or other consumer complaints.
• Consult with internal and external support groups (Customer Service, Membership Support, Data Acquisitions, Legal and Compliance) to resolve credit‑file related issues and complaints.
• Liaise with financial institutions, provincial and territorial consumer affairs offices, law enforcement agencies, and provincial courts.
• Conduct research on all complaints and recommend actions during escalations.
• Act as the point of contact for high‑touch consumer escalations and vendor relations.
• Collect accurate information, document unresolved issues, and assure attention to detail for quality service.
• Serve as a subject‑matter expert on investigation processes and review/maintain department policies and help site content.
• Support investigation processes and consumer communications to resolve matters related to Trans Union’s compliance policies.
• Train and onboard new investigation team members through individual and group sessions focused on processes, quality standards, performance metrics, and operational procedures.
• Manage incoming consumer inquiries via email, phone, and written correspondence, ensuring timely and professional responses within established service‑level agreements.
• Collect and provide accurate, complete, and validated information using approved research methods and Trans Union systems and tools.
• Build and maintain strong working relationships with internal and external stakeholders and promote the Trans Union brand.
• Identify and implement effective customer‑focused solutions and recommend process improvements.
• Support Specialist Complaint Investigators in resolving complex and high‑profile consumer escalations.
• Partner with Legal and Compliance teams for the timely resolution of escalated and sensitive cases.
• Maintain high accountability by delivering quality service, addressing and documenting quality concerns, and managing stakeholder relationships.
• Stay current with consumer reporting legislation, regulatory requirements, law enforcement procedures, and company policies to ensure compliance.
• Safeguard consumer privacy by adhering to PIPEDA requirements and Trans Union policies, exercising sound judgment with confidential information.
• Achieve performance, quality, productivity, and service goals while improving work processes and meeting business objectives.
• Manage daily Horizon Case Reporting and operational performance tracking.
• Process and resolve daily customer email inquiries and Remedy tickets within established service levels.
• Support customer onboarding reporting and related operational activities.
• Administer Hold Fax and Missing Fax processes for timely document handling.
• Conduct project recovery and fraud/fictitious request investigations.
• Support Business Continuity Planning (BCP) activities, including Coupa invoice requests, daily mail‑volume reporting, quarterly BIA completion, and IT issue escalation.
• Maintain training materials, operational manuals, and portal site content.
• Deliver customer support and follow‑up communications to ensure successful…