Job Description

TransUnion\'s Job Applicant Privacy Notice What We\'ll Bring: At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team \xe2\x80\x93 you\xe2\x80\x99ll work with great people, pioneering products and cutting-edge technology.

We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status, whether or not protected. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all.

https://www.transunion.com/privacy/global-job-applicant What You\'ll Bring: Responsibility 1 (Complaint Resolution):

• Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc
• Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality
• Track pendency and ensure TAT adherence and high quality of response
• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
• Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.
• Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
• Follow-up with members and internal teams for timely resolution
• Timely response on escalation clarification processes and ensure FTR
• Work together with other team members for cross training and being a back-up to other team members. \xef\x82\xb7 Collaborating with cross functional team in resolving complaints within defined timelines \xef\x82\xb7 Ensure maintenance & management of records under escalation process.

Responsibility 2 (Process Improvement):

• Proactively identify opportunities and provide alternatives/solutions for process improvement
• Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
• Design processes and bring continuous improvements in existing processes.

Impact You\'ll Make: Experience and Skills

• Master\xe2\x80\x99s degree in Business Administration/ Operations or a related field.
• Overall 8-10 years\xe2\x80\x99 experience in Complaints Management in BFSI sector with 4-5 years\xe2\x80\x99 experience in handling Regulatory & Management Escalations
• Should have worked in the Grievance redressal team or Complaints management team in her/ his previous stints.
• Candidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaints
• Proven experience of meeting aggressive TATs with high quality resolution

TransUnion Job Title Specialist III, Consumer Experience