Bilingual Incident Coordinator (12-month maternity leave contract)

📋 Description

• • As a Bilingual Incident Coordinator at TransUnion, you will play a critical role in managing and resolving complex incidents related to data breaches, fraud, and identity theft. This 12-month maternity leave contract position offers a unique opportunity to leverage your exceptional organizational, communication, and problem-solving skills in a dynamic, client-facing environment.
• • Your primary responsibility will be to serve as a crucial point of contact for individuals and organizations affected by data security incidents. You will meticulously screen and interview clients via telephone, gathering essential information to understand the nature and scope of the breach, fraud, or identity theft.
• • A key aspect of your role involves the thorough examination and analysis of the information provided. You will assess the severity of each incident, applying independent judgment to prioritize tasks and ensure that all deadlines and due dates are met with precision.
• • You will be instrumental in providing professional, courteous, and expert assistance to clients and victims, guiding them through the often-stressful process of remediation and recovery. Managing customer and client expectations effectively will be paramount to fostering trust and ensuring a positive experience.
• • Acting as a central liaison, you will gather, assemble, and preserve vital facts, statements, affidavits, and other evidence. This evidence will be crucial for breach remediation efforts and the resolution of fraud and identity theft issues and claims.
• • You will prepare clear and concise correspondence, initiate telephone communications, and serve as a liaison between clients, internal TransUnion experts, creditor institutions, law enforcement agencies, and government bodies.
• • Communicating the services and support offered by TransUnion to customers will be a core function, ensuring they understand the assistance available to them.
• • You will consult with potential and existing clients to assess breach incidents, determine the necessity of remediation services, and outline the specific requirements for such remediation.
• • A significant part of your role will involve escalating and referring incidents that require specialized assistance from other internal departments. You will coordinate discussions, meetings, and provide timely updates to ensure seamless collaboration and resolution.
• • On the administrative front, you will identify, report, and articulate current trends and unique client or customer situations to both internal and external stakeholders, contributing valuable insights to risk management strategies.
• • Maintaining up-to-date knowledge of all new laws and regulations pertaining to breach and identity theft will be essential for providing accurate and compliant guidance.
• • You will prepare well-structured written proposals for breach services tailored to specific client situations, demonstrating a clear understanding of their needs.
• • Active participation in project plan schedule development, monitoring, and reporting will ensure that incident response processes remain on track and efficient.
• • You will direct and manage document and data transfers between TransUnion and its clients, ensuring security and accuracy throughout the process.
• • Managing mailings, including data scrubbing, letter production, obtaining client approval, and coordinating delivery to mailing services, will be a key operational task.
• • Ensuring timely and effective communication to internal team members, clients, and third parties, such as client's counsel, is vital for maintaining project momentum and client satisfaction.
• • Recording and detailing relevant case notes into the database with meticulous attention to detail and accuracy is a non-negotiable requirement for maintaining comprehensive case records.
• • You will be responsible for ensuring the timely closure of all resolved and confirmed incident records and the final reporting to the client or customer.
• • You will be accountable for the overall efficiency and effectiveness of the breach/fraud incident process, identifying areas for improvement and implementing solutions.
• • Crucially, you will utilize your bilingual skills in both English and French to provide language translation for correspondence, reports, training documents, and other internal documents as necessary.
• • Furthermore, you will provide live language interpretation during calls between clients and internal departments, supporting sales, client training, and incident management discussions with Forensic and Privacy experts, ensuring clear and effective communication across language barriers.
• • This role requires a proactive, organized, and detail-oriented individual who can thrive in a fast-paced, high-pressure environment while maintaining a strong customer-centric approach. Your ability to collaborate effectively with diverse teams and stakeholders will be key to your success.