Job Overview
Location
Remote, United Kingdom
Job Type
Full-time
Category
Customer Support
Date Posted
March 31, 2026
Full Job Description
đź“‹ Description
- • As an Incident Coordinator - Dutch speaking at TransUnion LLC, you will play a critical role in supporting victims of data breaches, fraud, and identity theft by serving as their primary point of contact and guiding them through remediation processes. Your work directly contributes to restoring trust and security for individuals affected by cyber incidents, making a tangible impact on consumer protection in the UK and Netherlands markets.
- • You will operate within TransUnion’s Sontiq team, a leader in identity theft protection and fraud resolution services, where your bilingual abilities in Dutch and English will enable you to assist a broader client base across international markets, ensuring culturally competent and linguistically accurate support during high-stress situations.
- • Screen and interview clients by telephone to gather detailed information about suspected or confirmed data breaches, fraud incidents, or identity theft cases, using active listening and empathetic communication to build trust while collecting essential facts.
- • Examine and analyse collected information to assess the severity, scope, and potential impact of each incident, applying independent judgment to prioritize cases based on urgency and risk level to ensure timely intervention.
- • Provide professional, courteous, and expert customer service to victims and clients, offering clear guidance on available support services, remediation steps, and protective measures tailored to their specific situation.
- • Manage customer and client expectations throughout the incident lifecycle by communicating progress, timelines, and next steps transparently, reducing anxiety and fostering confidence in the resolution process.
- • Act as the central point of contact between customers, internal forensic and privacy experts, legal teams, law enforcement agencies, and government bodies, facilitating seamless coordination and information exchange.
- • Gather, assemble, and preserve factual statements, affidavits, and other evidence in accordance with legal and regulatory standards to support breach remediation, fraud resolution, and potential legal proceedings.
- • Prepare formal correspondence, initiate telephone communications, and serve as a liaison to creditors, financial institutions, law enforcement, and regulatory agencies to dispute fraudulent activity and restore account integrity.
- • Clearly communicate the full range of services and support offered by TransUnion’s Sontiq platform, including credit monitoring, identity restoration, and fraud expense reimbursement, ensuring clients understand how to access and utilize these resources.
- • Consult with clients to determine whether remediation is necessary based on incident specifics, and if so, define the exact requirements and steps involved in the recovery process, including documentation and third-party notifications.
- • Escalate complex or high-risk incidents to appropriate internal departments (e.g., forensics, legal, compliance), coordinate meetings and updates, and ensure all stakeholders are aligned on action plans and timelines.
- • Identify, report, and articulate emerging trends in breach patterns, fraud tactics, or customer pain points to internal teams and external stakeholders, contributing to proactive service improvements and threat intelligence.
- • Maintain up-to-date knowledge of evolving data protection laws, including GDPR, UK Data Protection Act, and sector-specific regulations, ensuring all client interactions and case handling remain compliant.
- • Prepare written proposals for breach response services tailored to client needs, supporting sales and account management teams in delivering customized solutions.
- • Participate in project planning, scheduling, monitoring, and reporting for incident response initiatives, helping to improve process efficiency and service delivery timelines.
- • Manage end-to-end mailings related to breach notifications, including data scrubbing, letter generation, client approval workflows, and coordination with third-party mailing services for timely and accurate delivery.
- • Ensure timely and accurate communication with internal teams, clients, legal counsel, and third-party vendors, maintaining detailed audit trails of all interactions.
- • Record and update case notes in the internal database with meticulous attention to detail, ensuring all facts, actions, and outcomes are documented accurately and promptly for reporting and compliance purposes.
- • Oversee the closure of all resolved incident cases, confirming that all remediation steps are completed and delivering final reports to clients that summarize actions taken, outcomes, and recommendations for future protection.
- • Be accountable for the overall efficiency and effectiveness of the breach/fraud incident management process, identifying bottlenecks and suggesting improvements to enhance service quality and client satisfaction.
- • Provide language translation services for correspondence, reports, training materials, and internal documents between Dutch and English as required, ensuring clarity and accuracy in cross-border communications.
- • Conduct live language interpretation during client-facing calls, internal training sessions, and forensic or privacy expert consultations, enabling real-time communication and understanding across language barriers.
- • TransUnion is a global leader in credit reporting, risk management, and identity protection, serving clients across finance, retail, telecom, utilities, gaming, government, and insurance sectors with innovative, data-driven solutions that empower businesses and consumers alike.
- • The Sontiq team, which you will join, specializes in proactive identity theft protection, fraud resolution, and privacy services, helping individuals recover from cyber incidents and safeguard their digital identities through cutting-edge technology and compassionate support.
- • You will develop deep expertise in incident response, fraud investigation, and identity remediation, gaining hands-on experience with real-world breach scenarios that are highly valued in the cybersecurity and privacy industries.
- • This role offers significant opportunities for professional growth, including potential advancement into team lead, specialist, or managerial positions within TransUnion’s global fraud and identity protection divisions, supported by access to training, mentorship, and internal mobility programs.
🎯 Requirements
- • Must be fluent in both Dutch and English, with excellent written and verbal communication skills in both languages to effectively interact with clients, internal teams, and external stakeholders.
- • Proven experience in customer service, preferably in a high-touch, sensitive, or complex support environment involving distressed individuals or confidential information.
- • Strong analytical and judgment skills to assess incident severity, prioritize cases, and make sound decisions under pressure while adhering to procedural guidelines.
🏖️ Benefits
- • 26 days of annual leave per year, increasing with length of service, plus all UK bank holidays, supporting work-life balance and extended time for rest and personal pursuits.
- • Global paid wellness days off, plus a dedicated birthday day off, encouraging mental health, self-care, and personal celebration as part of a holistic wellbeing culture.
- • Access to a generous contributory pension scheme and the TransUnion Employee Stock Purchase Plan, enabling long-term financial security and ownership in the company’s success.
- • Private healthcare coverage and access to a comprehensive wellbeing programme, including mindfulness tools, mental health resources, physical fitness support, and financial wellness guidance.
- • Opportunity to participate in diversity forums, inclusion communities, and employee-led initiatives that celebrate different backgrounds and foster a culture of belonging and equity.
- • Commitment to reasonable adjustments and inclusive recruitment practices, ensuring all candidates can fully participate in the hiring process regardless of individual needs.
- • Flexible working arrangements supported by company policy, allowing discussion of part-time, remote, or adaptable schedules to accommodate personal responsibilities such as childcare or family care.
- • Virtual-first recruitment and interview process, enabling convenient access to hiring managers and teams via phone and video, with in-person options available only when necessary and coordinated by your recruiter.
Skills & Technologies
Remote
About TransUnion LLC
TransUnion is a global consumer credit reporting agency that collects, analyzes, and supplies credit histories and related information on individuals and businesses. It provides credit reports, scores, fraud detection, identity verification, and data-driven risk and marketing solutions to lenders, insurers, landlords, employers, and consumers. The company maintains vast databases of credit and public records, enabling credit decisions, regulatory compliance, and consumer financial management. Operating in over 30 countries, it supports underwriting, portfolio monitoring, and consumer credit monitoring services while emphasizing data accuracy, privacy, and security.
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