Bilingual Chat Agent, Call Center Operations

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**What We'll Bring**:
The Chat Associate to provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering support and answering inquiries via chat. The Chat Associate will support consumers who use the TransUnion Services.

**What You'll Bring**:

- Experience as a highly efficient voice contact center agent in an inbound call center is preferable (Previous Chat experience - Advantageous), that will professionally manage all consumer’s interactions as rostered within required parameters through the relevant platforms as well as other tasks that will be determined from time to time by the Team manager.
- Drive meaningful chat conversations through the provisions of helpful responses and any additional information
- Identify common trigger points of customer issues (based on past chat conversations) and offer corresponding meaningful solutions
- Curate a knowledge base by keeping your ear to the ground and identifying current customer burning points in order to create or improve online FAQ’s
- Communicate customer feedback based on chat conversations to management to communicate to relevant teams (Product, IT, marketing, etc) to assist with updates and or improvements
- Ability to learn and maintain a consistently high level of knowledge regarding Transunion’s products, services, systems, processes, policy knowledge and tools and by doing so demonstrate consistent knowledge of these services and processes when performing all chat operations in a professional tone
- Provide an exceptional customer experience to our consumers through our chat platform, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available.
- Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
- Be persistent in problem solving, seeking solutions through the expertise of both self and others, researching the facts with care and resolving problems in a timely and thorough manner
- Identify the root cause of a case, interact with the customer on chat, through online networks, and resolve the problem accordingly.
- Should possess the ability to work through several problems simultaneously (multitasks)
- Where applicable educate customers/consumers on TransUnion products, processes and any applicable regulatory information.
- Accurately and efficiently capture all customer/consumer details and data relevant to the call
- Maintain a solid understanding of US credit/financial principles
- Adheres to established company processes and procedures when responding to support phone calls and resolves customer queries with willingness, appropriate tone and language within acceptable time frames
- Works with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work is delivered to customers and consumers
- Ability to work according to all individual targets in order to achieve departmental and individual service levels agreements (Eg Adherence to schedules, chat concurrency, quality standards, average handle times, productivity requirements, etc) as well as adherence to company and departmental policies, procedures and compliance.

Performs other duties as assigned

**Impact You'll Make**:

- Highest level of formal schooling for the specific region
- 1 - 3 years Customer Service Experience - in a contact centre environment, which includes inbound voice customer care/support (Outbound and Chat experience advantageous)
- Excellent verbal, written and interpersonal communication skills (English)
- Excellent typing skills and grammatical proficiency
- Excellent listening skills and the ability to deal with irate customers regularly
- Ability to work remotely, independently, and have a strong sense of duty.
- A self-starter with strong initiative, with the ability to demonstrate a readiness to make decisions, take initiative and originate action
- Demonstrate attention to detail in all work completed and ability to adhere to all required quality processes
- Displays analytical skills
- Collaborates well with others in team oriented environment
- Proactively works to improve knowledge and adherence to company processes and procedures
- Adapts well to change and can adjust priorities as needed as well schedule flexibility
- Displays effective time management skills and excellent abilities to multi task in a fast paced environment while adapting to change
- Highly computer literate
- Quick learning attitude
- Fast thinking skills
- Ability to meet set performance metrics and goals
- Ability to exercise good judgement

TransUnion Job Title

Rep I, Consumer Operations Support