Customer Service Incident Coordinator; German & Language Speaker

Trans Union's Job Applicant Privacy Notice What We’ll Bring:

Trans Union is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

We’re looking for a Customer Service Incident Coordinator (German & Additional Language Speaker) to join our growing Sontiq team.

Shift Pattern:
Monday to Friday 09.00 – 17.30

• Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft
• Examine and analyse information to determine the severity of the fraud, breach and/or identity theft
• Exercise independent judgement in setting priorities to ensure that deadlines and due dates are met
• Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
• Manage customer and client expectations
• Act as point of contact for customer, client and internal experts
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims
• Prepare letters, initiate telephone communications and act as liaison to creditor, law enforcement and government agencies
• Communicate clearly to customer the services and support offered
• Consult with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation
• Escalate and refer any incidents that require assistance from other internal departments, coordinate the discussions, meetings and updates

• Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
• Prepare written proposals for breach services that fit the situation
• Participate in project plan schedule development, monitoring and reporting
• Direct document and data transfers between company and clients
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
• Ensure timely communication to internal team members, clients and other third parties such as client’s counsel
• Record and detail relevant case notes into database with strong attention to detail and accuracy of information in a timely manner
• Ensure the closure of all resolved and confirmed incident records and final report to the client/customer
• Accountable for the overall breach/fraud incident process efficiency and effectiveness
• If applicable, language translation for correspondence, reports, training documents, other internal documents as necessary
• If applicable, live language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with forensic and privacy experts

• Must be fluent in German, additional language and English (written and verbal)
• Experience in customer service

At Trans Union you will be joining a friendly, forward‑thinking global business. In addition to an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package includes:

• Annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the Trans Union Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

If there’s something on the list of essential/desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right…