"God Bless the Dream, the Dreamer and the Result." 

Friday, November 16, 2007

Technical Customer Service

Join our team of over 4,100 associates worldwide and make a difference.


For more than 30 years, TransUnion has been the credit information provider customers trust to deliver accurate and reliable financial data to support growing economies.  Today, we provide valuable business intelligence to customers around the globe.


Under general direction, this seasoned-level position researches and investigates complex database and tape problems to determine cause in a prompt and effective manner.  Analyzes database and tape problem cause and determines efficient and cost effective resolution.  Writes specifications and communicates resolution information to programming for database and tape corrections and system enhancements.  Reviews and analyzes programming output to ensure proper resolution of problems.


1.  Technical Skills:  Applies complex systems and processes to effectively support customer(s): These systems include Transform, TMT, Pega, TSO, FBM, EDT, Metro Formats and Microsoft Office applications.  Answers and responds to incoming calls/emails from customers and sales associates.  Answers complex questions regarding data reporting, metro formats and FCRA in addition to general credit reporting questions.    Explains issues to customers in their reporting. Informs customer of proper procedures to report information.  Resolves media issues within their market areas.  Has a solid process knowledge and understanding of all systems and data processing.  This knowledge includes special processing such as understanding hierarchy logic for complex data transactions such as drivers or conversions.  Gains insight into specialties within the position, such as enhanced Access skills or tools in TSO.  Streamlines own process to improve efficiency within scope of job duties.


2.  Inter- and Intra Departmental Comprehension:  Understands internal departments  and how they impact TransUnion¿s database.  Departments include Sales, Marketing Services, FBM, Financial Services, CIS, CRS, NAMS, Decision Systems, File Compare, Legal/Compliance and Analytical Services.  Follows established procedures for communicating changes that impact other departments.  Has a solid understanding of CIS department and how associate¿s role affects the individuals within it.  Understands how CIS fits into the organization as a whole along with a solid understanding of how CIS effects other internal departments.  Follows established procedures for communicating changes that impact other departments.  Identifies situations above and beyond established procedures that need to be communicated with other departments.  Identifies improvements to established communication procedures.


3.  Interpersonal: Conveys ideas to others and gathers information through speaking and writing.  Builds relationships within CIS, TransUnion and customer base.    Understands and appreciates differences in coworkers and customers and is able to respond to their individual needs relative to the job associate performs.  Communicates all appropriate information in a timely manner.  Listens attentively and participates actively with peers and customers in order to develop meaningful products.  Develops and maintains cooperative relationships throughout CIS and other departments in order to accomplish work.  Educates, interacts and assists management and associates with interpretation of policies and procedures.  Provides accurate information to management and associates regarding associate¿s job and CIS responsibilities. Presents work, projects and ideas to peers and customers in a clear and logical manner. Customer base is considered more complex/more demanding/medium maintenance.


4.  Adaptability and Flexibility:  Demonstrates sensitivity to deadlines and commitments. Adapts to changes in business, job and customer requirements, systems, procedures, tools, team members and methods.  Keeps pace with overall demands of department   Exhibits a positive outlook when faced with obstacles.  Communicates difficulties to appropriate parties in order to meet deadlines in a timely manner either independently or with directions and assistance from others.  Takes appropriate corrective action.   Adapts to change and is flexible in meeting changing priorities.  Accepts and supports change.  Helps others with change.  Is able to take on unplanned tasks when the need arises without losing sight of other unplanned tasks.  Continues to act productively and assists others during stressful situations.


5.  Resourcefulness:  Accomplishes tasks through self and others.  Utilizes training materials, manuals and other team members to accomplish responsibilities.  Utilizes internal resources. Develops a network of resources within CIS.  As necessary, seeks help from resources to accomplish responsibilities.  Applies knowledge of interrelationships of systems and functions to solve challenges.  Shares insights/process improvements with other team members.


6.  Analytical/Consulting Skills:  Analyzes data, processes, and systems.  Draws conclusions and makes recommendations based on analysis.  Understands customer needs and helps customer see alternative solutions that TransUnion can deliver.  Conducts research/investigations in response to customer and management inquiries.  Discovers issues. Draws conclusions and makes recommendations based on analysis of relevant information. Assists customer in defining issues.  Communicates with customer on routine to moderately complex assignments to determine requirements.  Research or investigations are moderately complex in nature.  Creates and runs drivers to correct database.


7.  Teamwork:  Cooperates and works with and through others.  Works with others in a team environment.  Supports the team¿s efforts.  Focus is generally the immediate work group. Accepts input from the team and makes an active contribution to the team's efforts.  May assist others on different teams.


8.  Multi-Tasking:  Effectively handles multiple projects and job-related tasks concurrently. This includes, but is not limited to tracking, investigating, analyzing, documenting, organizing, auditing and training self and others.  Based on established procedures, presents options to solve problems within scope of job.  Evaluates and draws appropriate conclusions of differing situations within scope of job.  Recommends and implements effective and efficient solutions. Develops and refines day-to-day procedures within scope of job.  Meets or occasionally exceeds deadlines for tracking, auditing, analyzing any customer or management requests.  Creates project plan for small project or phase of large project.   Owns processes and workflow.  Works effectively on multiple customer issues, tasks, responsibilities and/or duties concurrently.  Issues and tasks are varied in nature.  Provides assistance to others.  Produces new analysts with effective and customer focused work habits.  Assists with bureau coverage, ensuring customer service during any short-staffed periods.  Assists newly trained associates with database drivers. Handles field analyst custom driver process (corporate only).


9.  Performs other related duties as assigned.


The duties and responsibilities described above are the essential functions of the job.  The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education:  Bachelor's degree.  A combination of education and applicable work experience may be taken into consideration based on management discretion.  Work Experience: Typically, candidates have demonstrated experience to independently provide the necessary service activities to an assigned set of customers within an assigned territory.  This is generally shown through six (6) or more years of experience.  Typically two (2) to five (5) years progressive experience in a customer service or data processing environment within the credit industry. 

Communication and Customer Service Skills:  Excellent customer service skills, including strong listening skills and the ability to communicate and interact with individuals at all levels, both internally and externally.  Ability to make customer presentations and to train others on products and services. 

Computer Skills:  Must have working knowledge of all software applications used by the supported group.  This typically includes using production and billing systems, word processing, spreadsheet, and database software applications.  Must be able to determine when various software applications should be integrated together when completing assignments. Understands the technical aspects of products and services. 

Office Equipment:  Must have thorough understanding of various equipment typically found in an office environment

We offer competitive salaries, comprehensive benefits, a business-casual environment, and a convenient downtown location as well as a free on-site fitness center.


TransUnion is an Equal Opportunity/Affirmative Action Employer; M/F/D/V.  TransUnion values the advantages gained from a diverse workforce.


For immediate consideration, click on the link below.




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