TransUnions is Hiring a Remote Consumer Services Administrator in South Africa

Our team provides essential back-office support to TransUnion consumers and Debt Counsellors, helping to ensure that requests are processed accurately, efficiently and in line with regulatory and operational requirements.

As a Debt Counselling Administrator, you’ll play an important role in delivering a reliable service experience by managing Debt Counselling requests, maintaining accurate consumer information and supporting the team in meeting its service commitments. 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

• Manage incoming requests and emails from Debt Counsellors promptly, accurately and professionally.
• Process Debt Counselling requests and ensure that the correct consumer data and information are accurately updated across relevant systems.
• Update instructions received from Debt Counsellors, including changes relating to Form 17 and Debt Review status codes.
• Manage clearance certificate requests, including the required updates to payment profiles, defaults and status codes.
• Provide clear and timely feedback to Debt Counsellors through Salesforce.
• Consistently work towards individual performance targets that support departmental Service Level Agreements (SLAs), including schedule adherence, quality and productivity requirements.
• Maintain high standards of accuracy and quality when processing requests and consumer information.
• Work in accordance with company and departmental policies, procedures, regulatory requirements and compliance standards.
• Support the team with additional administrative and operational responsibilities as required.

Required Knowledge And Experiences

• Matric (Grade 12) or equivalent.
• Strong customer service skills, with the ability to remain professional and calm when dealing with challenging or dissatisfied customers.
• A process-driven approach with strong attention to detail and the ability to follow tasks through to completion.
• Ability to work independently, use initiative and make appropriate decisions within established processes.
• Ability to work accurately with electronic systems and consumer information.
• Ability to communicate and provide feedback through Salesforce.
• Strong written communication skills for managing queries and correspondence with Debt Counsellors.
• At least 1 year of experience in an administrative or customer service environment.
• A strong customer-focused and service-oriented mindset.
• Confidence in asking questions and seeking clarification when requirements or instructions are unclear.
• Good organisation and follow-through when managing multiple requests and priorities.
  

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company’s Employment Equity plan and targets.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.