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About the Role
The Canada Enablement Team supports customer enablement codes and partners with various departments to ensure a seamless customer onboarding and implementation experience. This hybrid role involves regular virtual and in-person work at an assigned TransUnion office.
Responsibilities
- Manage customer onboarding, implementation, maintenance activities, and operational requests by creating, modifying, validating, and maintaining member codes, customer access, and related configurations.
- Serve as a primary point of contact for internal and external stakeholders, leading 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 meeting SLAs, quality standards, and business objectives.
- Handle complex customer inquiries, escalations, and non-standard requests, utilizing 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.
- Perform Quality Assurance (QA) reviews of member codes, onboarding activities, and operational transactions to ensure accuracy, compliance, and adherence to established procedures.
- 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, and stakeholder communication.
- 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.
Requirements
- 4-6 years of experience in a customer service and/or operations environment.
- Financial Services or Banking industry experience is 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 judgment.
- Ability to influence and collaborate effectively across multiple teams and organizational levels.
Skills
- Microsoft Office Applications
- Salesforce
- Data analysis
- Data research
- Customer onboarding
- Implementation
- Operational support
- Quality assurance
- Process improvement
- Stakeholder management
- Communication
- Problem-solving
- Decision-making
- Organizational skills
- French fluency
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- 4-6 years
Salary/Compensations
- $55,000 - $69,000 annually
About the Company
- 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.
Equal Opportunity
- Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.