Consumer Operations Support Specialist at Transunion in Burlington

Job description

TransUnion's Job Applicant Privacy Notice Team Overview The Canada Enablement Team is responsible for creating, managing, and supporting customer enablement codes, including Production, Test, Offline, Reporting, and Batch codes. The team partners with stakeholders across Sales, Legal, Compliance, Batch Operations, and other business groups to support customer onboarding, implementations, and operational needs, ensuring a seamless and positive customer experience.

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. Role Overview And Core Responsibilities Manage customer onboarding, implementation, maintenance activities, and operational requests by creating, modifying, validating, and maintaining member codes, customer access, and related configurations across test and production environments. Serve as a primary point of contact for internal and external stakeholders, leading multiple stakeholder calls, meetings, and discussions to provide project updates, gather requirements, resolve issues, and ensure successful customer outcomes. Review, prioritize, and manage ticket queues, project queues, and customer requests, ensuring timely completion of work while consistently meeting service level agreements (SLAs), quality standards, and business objectives. Handle complex customer inquiries, escalations, and non-standard requests, utilizing strong analytical and problem-solving skills to identify risks, recommend solutions, and drive issues to resolution. Coordinate and execute multiple ad hoc projects and business initiatives, collaborating with cross-functional teams including Sales, Project Management, Compliance, Billing, Technology, and Account Management teams. Perform Quality Assurance (QA) reviews of member codes, onboarding activities, and operational transactions to ensure accuracy, compliance, and adherence to established procedures and quality standards. Conduct process, system, and operational training for new hires and team members, while maintaining process documentation, training materials, and standard operating procedures. Provide leadership and operational support to the team in the absence of the manager, including workload management, queue oversight, escalation handling, stakeholder communication, and ensuring business continuity. Identify, recommend, and implement process enhancement opportunities by analyzing operational trends, addressing process gaps, improving efficiencies, reducing manual effort, and enhancing the customer experience. Act as a subject matter expert for the Canada Enablement Team, providing guidance, knowledge sharing, coaching, and support while fostering collaboration, operational excellence, and continuous improvement across the team. Required Knowledge And Experiences 6 + years of experience in a customer service and/or operations environment. Financial Services or Banking industry experience, preferred. Strong proficiency in Microsoft Office Applications and operational systems such as Salesforce. Experience in analyzing data, data research, and handling unique and complex customer situations. Experience achieving SLA requirements with respect to 100% quality and production. Advanced knowledge of customer onboarding, implementation, and operational support processes. Experience performing quality reviews and identifying process improvement opportunities. Experience managing multiple priorities, projects, and competing deadlines. Strong analytical, problem-solving, and decision-making capabilities, with the ability to determine when to escalate issues. Excellent organizational skills with the ability to maintain focus, flexibility, and strong attention to detail. Strong stakeholder management and communication skills with the ability to lead discussions and meetings. Ability to work independently with minimal supervision while exercising sound judgm