Client Experience Specialist (13-month Maternity Leave Contract)

Burlington - Canada

Yearly Salary: $ 81000 - 122000

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

TransUnions Job Applicant Privacy Notice

What Well Bring:

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. Whether it is helping businesses better manage risk providing better insights so a consumer can qualify for their 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.

What Youll Bring:

The duties and responsibilities described above are the essential functions of the job. The qualifications below arerepresentative of the knowledge skills and/or abilities required. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.

A university degree or equivalent combination of education and experience.
Experience in credit industry is preferred.
Demonstrated project management and time management skills.
Excellent communication skills both written and verbal with the ability to build strong relationships withcustomers and internal teams.
Passion for delivering exceptional customer service and driving customer success.
Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced dynamic environment.
Detail-oriented with strong organizational skills.
A team player who is professional positive and has a can-do attitude.
Advanced experience with Microsoft applications (MS Office Word Excel PowerPoint).
Intermediate to advance experience with additional applications including Adobe Acrobat Teams SharePointetc.
Experience with is preferred.
French proficiency is preferred.
The incumbent must provide own transportation for local travel.

Impact Youll Make:

Our company is seeking a highly motivated and experienced Client Experience Specialist to join our Operationsteam. As a Client Experience Specialist you will be responsible for receiving and managing external customer andinternal customer-related requests ensuring the highest level of service and support is always provided. Workingclosely with all other Operations/Delivery teams you are the subject matter expert on all operational processesand will effectively assess and triage requests. Focused on the customer experience you will ensure resolutionsare provided to customers in a timely manner and coordinate escalation efforts as required.

Customer Service and Support

Create and own all customer-related tickets pre- and post-Sales close. Manage the intake/ticketingprocess end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities.
Own and manage the customer onboarding process working with cross-functional teams to ensureproper set-up and training of new customers.
Act as the first point of contact providing internal stakeholders and external customers support on avariety of concurrent product and project-based sales initiatives.
Effectively trouble-shoot inquiries providing solutions that best enhance the ongoing customerexperience.
Provide necessary documentation and reporting on issues and root cause analysis.
Trigger internal escalation process as required and coordinate cross-functional Operational team effortsto resolve issues in a timely manner.
Build and maintain strong customer relationships to proactively anticipate and meet their needs.

Business Operations

Support the Sales Account Team by being a key point of contact between internal and externalstakeholders.
Create and maintain a customer activity log ensuring Sales Account teams are informed about anysupport requests from within their customer portfolio.
Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums.
Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements.
Manage Sales Operations risk items attending internal Compliance meetings as required.
Create reporting and lead delivery of all internal and customer communications related to contractualservice levels.
Maintain clarity of roles and responsibilities between cross-functional teams acting as the central contactfor all customer/customer-related requests and deliverables.
Perform other related duties as assigned.

The expected pay range for this position is $81000 - $122000 annually. The payinformation provided for this position reflects a reasonable estimate of the range of expectedcompensation for this job. At TransUnion actual compensation is based on careful consideration ofmany factors such as (but not limited to) an individuals education training work experience job related skill set location and industry knowledge as well as the scope and responsibilities of theposition and market addition variable compensation is based on applicable companyguidance and plan documents as well as performance.

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.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available including for applicants with disabilities in accordance with applicable laws.

TransUnions Internal Job Title:

Specialist III Sales Support

Required Experience:

TransUnions Job Applicant Privacy NoticeWhat Well Bring: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 opportuniti...

TransUnions Job Applicant Privacy Notice

What Well Bring:

What Youll Bring:

A university degree or equivalent combination of education and experience.
Experience in credit industry is preferred.
Demonstrated project management and time management skills.
Excellent communication skills both written and verbal with the ability to build strong relationships withcustomers and internal teams.
Passion for delivering exceptional customer service and driving customer success.
Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced dynamic environment.
Detail-oriented with strong organizational skills.
A team player who is professional positive and has a can-do attitude.
Advanced experience with Microsoft applications (MS Office Word Excel PowerPoint).
Intermediate to advance experience with additional applications including Adobe Acrobat Teams SharePointetc.
Experience with is preferred.
French proficiency is preferred.
The incumbent must provide own transportation for local travel.

Impact Youll Make:

Create and own all customer-related tickets pre- and post-Sales close. Manage the intake/ticketingprocess end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities.
Own and manage the customer onboarding process working with cross-functional teams to ensureproper set-up and training of new customers.
Act as the first point of contact providing internal stakeholders and external customers support on avariety of concurrent product and project-based sales initiatives.
Effectively trouble-shoot inquiries providing solutions that best enhance the ongoing customerexperience.
Provide necessary documentation and reporting on issues and root cause analysis.
Trigger internal escalation process as required and coordinate cross-functional Operational team effortsto resolve issues in a timely manner.
Build and maintain strong customer relationships to proactively anticipate and meet their needs.

Business Operations

Support the Sales Account Team by being a key point of contact between internal and externalstakeholders.
Create and maintain a customer activity log ensuring Sales Account teams are informed about anysupport requests from within their customer portfolio.
Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums.
Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements.
Manage Sales Operations risk items attending internal Compliance meetings as required.
Create reporting and lead delivery of all internal and customer communications related to contractualservice levels.
Maintain clarity of roles and responsibilities between cross-functional teams acting as the central contactfor all customer/customer-related requests and deliverables.
Perform other related duties as assigned.

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.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available including for applicants with disabilities in accordance with applicable laws.

TransUnions Internal Job Title:

Specialist III Sales Support

Required Experience:

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

TransUnion

Company Overview TransUnion is a leading global risk and information solutions provider. Our mission is to help people worldwide access opportunities that lead to a higher quality of life. We accomplish this by delivering solutions that help organizations optimize their risk-based dec ... View more

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