Bilingual Consumer Admin II - Remote GCCA

📋 Description

• • TransUnion is seeking a Bilingual Consumer Admin II to join its Consumer Operations Support team in a remote capacity based in Johannesburg. This role is pivotal in delivering high-quality, empathetic, and efficient service to consumers across French- and English-speaking markets, directly impacting customer satisfaction and brand trust. As a global leader in information and insights, TransUnion empowers businesses and consumers to make smarter decisions—this role ensures that every consumer interaction reflects that mission through accuracy, professionalism, and proactive problem-solving.
• • The incumbent will manage all consumer interactions via inbound and outbound channels, including phone calls and emails, adhering to defined service parameters and escalation protocols. Responsibilities include accurately capturing consumer details and transaction data, resolving queries with appropriate tone and urgency, and initiating follow-up actions when immediate resolution is not possible. The role demands consistent adherence to service level agreements (SLAs) around schedule adherence, quality assurance, average handling time, and productivity benchmarks.
• • A key aspect of the role is proactively anticipating consumer needs and championing issue resolution using available tools and resources to deliver an exceptional customer experience. The associate will also educate consumers on TransUnion Canada Credit Bureau products, processes, and relevant regulatory information where applicable, ensuring clarity and compliance in every interaction.
• • Maintaining up-to-date knowledge of all products, systems, policies, and procedures is essential to ensure that all oral and written communication—including emails—demonstrates a knowledgeable, professional, and consistent tone. The role requires strong initiative, self-direction, and the ability to work independently while remaining aligned with team goals and departmental targets.
• • Collaboration is vital; the incumbent must demonstrate excellent interpersonal skills, work effectively within a team environment, and contribute to a culture of continuous improvement. High computer literacy is required to navigate multiple systems efficiently and accurately.
• • This fully remote position offers flexibility and autonomy, with occasional in-person attendance possible at management’s discretion for training, team events, or operational needs. TransUnion fosters a dynamic, inclusive culture that values growth, skill development, and career progression, making this role ideal for a motivated bilingual professional seeking to build expertise in consumer operations within a global data and insights leader.