Incident Coordinator - Arabic and French Speaking

TransUnion's Job Applicant Privacy Notice

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:

• Must be fluent in Arabic, French and English (Written and Verbal)
• Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft
• Examine and analyse information to determine the severity of the fraud, breach and/or identity theft
• Exercises independent judgment in setting priorities to ensure that deadlines and due dates are met
• Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
• Manage customer and client expectations
• 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 claims
• Prepare letters, initiate telephone communications and acts as a liaison to creditor, law enforcement and government agencies
• Communicate clearly to customer the services and support offered
• Consults with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation.
• Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates

• Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
• Prepares written proposals for breach services that fit the situation
• Participates in project plan schedule development, monitoring and reporting
• Directs document and data transfers between company and clients
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
• Ensures timely communication to internal team members, clients and other 3rd parties such as client's counsel
• 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 client /customer
• Accountable for the overall breach/fraud incident process efficiency and effectiveness
• If applicable, language translation for correspondence, reports , training documents, other internal documents as necessary
• If applicable, live Language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with Forensic and Privacy experts