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Team Overview
Sontiq is TransUnion's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team works closely with customers, clients, and internal specialists to deliver timely assistance during challenging situations, making a meaningful difference in customers' recovery journeys. This role offers the opportunity to develop expertise in identity protection and customer support while working in a collaborative, customer-focused environment.This role reports to the Associate Lead, Customer Support Operations. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
Role Overview And Core Responsibilities
As a Customer Service Incident Coordinator (Croatian Speaking), you will support customers impacted by identity theft, fraud, and data breach incidents, helping them navigate the resolution process and access the support they need. You will play an important role in delivering positive customer outcomes, coordinating with internal and external stakeholders, and providing reassurance and guidance during sensitive situations.
This is a shift pattern role, for the following shift:
- Monday to Friday 10:30 - 19:00.
Day to Day You’ll Be:
- Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents.
- Review and analyse case information to assess the nature and severity of incidents and determine appropriate next steps.
- Provide professional, empathetic, and high-quality customer support to individuals affected by fraud, identity theft, or data breach events.
- Manage customer expectations by providing clear updates and guidance throughout the incident resolution process.
- Act as a key point of contact between customers, clients, and internal subject matter experts.
- Gather, document, and maintain relevant information and supporting evidence to assist with identity restoration and remediation activities.
- Prepare correspondence and communicate with creditors, government agencies, and other third parties when required to support case resolution.
- Clearly explain available services, support options, and recommended actions to customers.
- Support clients and customers in understanding breach-related incidents and identifying appropriate remediation requirements.
- Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams.
Required Knowledge And Experiences
- Fluency in Croatian and English, both written and verbal, to support effective communication with customers, clients, and stakeholders.
- Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment.
- Strong communication and interpersonal skills, with the ability to build trust and provide clear guidance during sensitive customer situations.
- Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases.
- Strong organisational skills and attention to detail, with the ability to manage multiple cases and maintain accurate records.
Required Technical Skills
- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to accurately document, maintain, and manage customer case information within internal systems.
- Experience using customer service, case management, or customer relationship management platforms.
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Specialist I, Customer Support Operations
