Client Assurance Executive - Transunion : Job Details

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What We'll Bring:

TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

About the Role:

The Client Assurance Executive Manager is responsible for delivering responses to client questionnaires and coordinating support of audits and follow up actions and is a client facing role.

This role will provide the following outcomes:

• Accurate responses to client questionnaires, delivered with an SLA.

• Proactively manage onsite audits minimising audits and findings

• Close down findings in a timely manner, flagging delays internally before they impact clients

• Clients regularly require assurance questionnaires be completed and this will be achieved though maintenance and use of stock content, and plays a key role in retention of our client base.

Key Responsibilities

• Maintenance of FAQ’s: As an SME for client questionnaires and audits, you will proactively ensure that the knowledge bank and related documents are regularly refreshed in order to be able to utilise these resources to accurately respond to clients’ questionnaires.

• Quality Responses: Determine the level of response required which may range from providing a comprehensive document a client can use through to answering multiple questions using the knowledge back.  

• Your judgement to understand what a client is asking and how best we can answer from the stock content will be a key factor in balancing speed and quality of output. 

• Minimise need for extensive audits: You will minimise the need for audits, by proactively answering client queries and sharing evidence via screen share where required, without the need for second line teams to get involved.

• Relationships: Excellent internal and external relationships will be a major part of this role.  You will work closely with Client Management and other areas of the business to ensure where possible we resolve questions, queries at pace, with empathy and if required with positive challenge to meet your objectives

• Delivery:  Takes ownership of the Client Management & TU Business goals, independently delivering and executing against these, to promote and develop yourself, in order to provide expert management of the client base.

Skills & Experience:

• Strong communication skills: Ability to make effective contact with clients and TU associates.

• Empathy to pro-actively manage customer concerns and issues while building strong relationships internally & externally to persuasively communicate ideas, handle customer frustration and dissatisfaction.

• Being able to demonstrate real-time insight, flexibility and sound judgement across the engagement model.

• Technical skills: Experience with Salesforce to use and analyse data points in the aid of crafting customer success journeys. General level of product knowledge within the credit consumer life cycle.

• Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio

• Problem-Solving: Strong problem solving and critical thinking skills are needed to break down complex situations with the ability to spot and resolve customer issues effectively.

• Required for Client and Internal interaction, this will involve resolving any possible areas of conflict by being strategic-minded, taking information from multiple sources and formulate an overall solution or decision to resolve problems, giving appropriate direction to clients or TU associates as required.

• Organizational skills: Good project and time management skills to manage numerous customer and internal stakeholder touch points

• Continuous learning ability: Showcases experience in being adaptable and willing to learn new skills

• Industry knowledge: The successful candidate will possess a logical and analytical mindset and foster a culture of security awareness and compliance. They will have demonstrable knowledge and experience of information security principles and processes, and a good understanding of IT infrastructure and applications

Impact You'll Make:

At TransUnion you will be joining a friendly, forward thinking global business. 

We’re happy to talk flexible working. We operate a hybrid model allowing you to explore the balance of work and hours from home and/or from our offices in Leeds or London. 

• 26 days’ annual leave + bank holidays (increasing with service) 

• Global paid wellness days off + a bonus day off to celebrate your birthday 

• A generous contributory pension scheme +access to the TransUnion Employee Stock Purchase Plan 

• Private health care +a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools 

• Access to our diversity forums and communities so you can get involved in causes close to your heart 

TransUnion – a place to grow:  

If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. 

We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together </span