Incident Coordinator

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 you’ll work with great people, pioneering products and cutting-edge technology.

The Incident Coordinator (IC) is responsible for working closely with our Global Incident Response clients, including, Breach Fulfillment Services clients and Incident Response Forensics clients.

The IC provides Client and Customer service end to end, including but not limited to overseeing issuance of proposals, contracts, and ultimately, implementation and administration of the services involved in any matter entrusted to the individual.

What You'll Bring :

• 1-5 years Project Management ExperienceEducation or certifications can be considered in lieu of historical experience.
• 3-7 years working in a client facing position similar to project management and / or
• customer service.
• Ability to manage multiple tasks moving at varying pace within a high-pressure service
• environment.
• Proficient with MS Office suite; expertise with MS Excel preferred.
• Strong written and verbal communication skills.
• Excellent interpersonal skills with focus on empathetic client management.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Results driven, solution and customer focused.
• Team player; collaborative work style is vital as is in keeping with companywide ethos.
• Fluent in a language other than English is welcomed

Impact You'll Make :

• Manage assigned case load with minimal direct supervision.
• Manage customer and client expectations.
• Solve complex problems for case stakeholders.
• Communicate clearly to customer the services and support offered.
• Provide professional and courteous customer service and expert assistance to clients
• and victims of a cyber incident / breach and / or fraud.
• Participates in project plan schedule development, monitoring and reporting.
• Intake prospects and new clients to compile information needed to build a case / project
• regarding breach / cyber indent and / or fraud.
• Examine and analyze information to determine the severity of the incident.
• Exercises independent judgment in setting priorities to ensure that deadlines and due
• dates are met.
• Act as point of contact for customer, client and internal experts.
• Gather, assemble and preserve facts, statements or affidavits and other evidence for
• use in breach remediation and resolving fraud and identity theft issues and / or claims.
• Escalates and refers any incidents that require assistance from other internal
• departments, coordinates the discussions, meetings and updates.
• Maintain current knowledge of all new appliable regulations pertaining to data
• breaches.
• Directs document and data transfers between company and clients
• Actively manage mailings and other data breach related correspondence to include but
• not limited to : scrubbing data, producing letters, obtaining client approval and
• coordinating the delivery to mailing service.
• Records and details relevant case notes into database with strong attention to detail
• and accuracy of information in a timely manner.
• Ensures the closure of all resolved and confirmed Incident records and final report to
• the proper stakeholders.
• If applicable, language translation for correspondence, reports, training documents,
• other internal documents as necessary
• If applicable, live Language interpretation between internal and external stakeholders.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits :

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion’s Employee Resource Groups.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

Pay Scale Information :

The salary range for this position is $51,000.00 - $81,400.00. *The salary range for this position reflects the general range of compensation for this job and does not include our bonus incentive(s).

This position is eligible for bonus incentive(s). At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, industry knowledge, as well as the scope and responsibilities of the position, and market considerations.

TransUnion's Internal Job Title :

Specialist I, Customer Support Operations