Telephony Analyst

Must Have's for the role :

  • 1-3 years of assessment skills assessing technology needs and troubleshooting of technology problems.
  • Ideal candidates will have an understanding of AT&T Route-It and Avaya platforms.

Dynamics of the Role

As a Analyst in the CCS Technology Group, you will use your knowledge and problem solving skills to help identify and implement solutions. Working within a diverse and focused team, you will be looked to for providing detailed and meaningful contributions to the entire business unit. Primarily focused on Telephony, your role will include defining/documenting processes and flows, understanding and responding to customer requests, and developing solutions that make a difference to the LOBs we serve.

The Team's Focus

TransUnion's Contact Center Services Group is charged with managing the various touch points - mail, phone and online – through which consumers and certain business to business customers and partners interact with the company. The Group provides GCOM, Quality Assurance, User Experience, Policy Management, Training, Vendor Management, Project Management and Financial Support Services, among others, as part of its shared services offering. Our highly customer service oriented associates take pride in assisting consumers with their credit-related questions, concerns and needs as well as supporting TransUnion's small to mid-size business customers and partners.

How You'll Contribute:

  • Analyze, document and maintain a repository of documentation, including business requirements from internal and external stakeholders, procedural documents, SOP's, process maps, etc.
  • Work with internal customers and offshore vendors to respond to technological issues and incidents on behalf of CCS.
  • Working with the team, design, develop, and implement call flows, IVRs, and vectoring to handle incoming calls from consumers.

What You'll Bring:

  • 1-3 years of work experience with data, analysis, documentation or related hands on college coursework.
  • Proficient in Microsoft Office products, including Excel, Word and Visio.
  • A desire to respond to customer challenges and requests.
  • Strong communication and organizational skills.
  • An ability to manage multiple projects and priorities to ensure that results are delivered within expected time frames and quality parameters.
  • A detail oriented focus that enables assessment of technology needs and troubleshooting of technology problems.
  • Bachelor's degree in business, information technology, information systems, computer science, or equivalent work experience.
  • Ideal candidates will have an understanding of AT&T Route-It and Avaya platforms.

Who We Are

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

Must Have's for the role :

  • 1-3 years of assessment skills assessing technology needs and troubleshooting of technology problems.
  • Ideal candidates will have an understanding of AT&T Route-It and Avaya platforms.

Dynamics of the Role

As a Analyst in the CCS Technology Group, you will use your knowledge and problem solving skills to help identify and implement solutions. Working within a diverse and focused team, you will be looked to for providing detailed and meaningful contributions to the entire business unit. Primarily focused on Telephony, your role will include defining/documenting processes and flows, understanding and responding to customer requests, and developing solutions that make a difference to the LOBs we serve.

The Team's Focus

TransUnion's Contact Center Services Group is charged with managing the various touch points - mail, phone and online – through which consumers and certain business to business customers and partners interact with the company. The Group provides GCOM, Quality Assurance, User Experience, Policy Management, Training, Vendor Management, Project Management and Financial Support Services, among others, as part of its shared services offering. Our highly customer service oriented associates take pride in assisting consumers with their credit-related questions, concerns and needs as well as supporting TransUnion's small to mid-size business customers and partners.

How You'll Contribute:

  • Analyze, document and maintain a repository of documentation, including business requirements from internal and external stakeholders, procedural documents, SOP's, process maps, etc.
  • Work with internal customers and offshore vendors to respond to technological issues and incidents on behalf of CCS.
  • Working with the team, design, develop, and implement call flows, IVRs, and vectoring to handle incoming calls from consumers.

What You'll Bring:

  • 1-3 years of work experience with data, analysis, documentation or related hands on college coursework.
  • Proficient in Microsoft Office products, including Excel, Word and Visio.
  • A desire to respond to customer challenges and requests.
  • Strong communication and organizational skills.
  • An ability to manage multiple projects and priorities to ensure that results are delivered within expected time frames and quality parameters.
  • A detail oriented focus that enables assessment of technology needs and troubleshooting of technology problems.
  • Bachelor's degree in business, information technology, information systems, computer science, or equivalent work experience.
  • Ideal candidates will have an understanding of AT&T Route-It and Avaya platforms.

Who We Are

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.


Meet Some of TransUnion's Employees

Sheri M.

Director, Sales

Sheri heads up the Strategic Sales Team for the Insurance Division of TransUnion, assisting teams in providing data models and analytic solutions to company clients around the country and beyond.

Patrick Z.

Senior Technical Project Manager

Patrick oversees many projects that are in development within the TransUnion walls. He’s responsible for determining what projects should be running and when they should be finished.


Back to top