Intake Case Manager Jobs in Kitchener, ON (NOW HIRING)

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Team Overview

The Special Handling team is responsible for assisting legal with all consumer litigations and any other consumer related matters which legal requests.
In addition to supporting consumer investigations, escalations, reporting, and customer service functions, this role provides operational support through daily reporting, ticket management, customer communications, onboarding activities, fraud-related investigations, business continuity support, training documentation maintenance, portal administration, and coordination with internal business partners including Sales, Enablement, Product, Mail Operations, and IT teams. These responsibilities ensure timely issue resolution, business continuity, regulatory compliance, and a high level of customer service excellence. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

The Special Handling Investigator is responsible for supporting high-touch, escalated consumer cases, which require resolution. The agent must be a subject matter expert in all investigation processes.

This position will intake complaints via numerous channels such as; calls and written communication pertaining to cases from escalated consumers, Ministry, and Lawyers that might lead to Litigation, media, or other consumer complaints. The agent will consult with various internal and external support groups to resolve credit file related issues and complaints such as; Customer Service, Membership Support, Data Acquisitions, Legal and Compliance departments. Externally, they will liaise with Financial Institutions, Provincial and Territorial Consumer Affairs Offices, Territorial, Provincial and Municipal Law Enforcement agencies, and Provincial courts. During escalations, they will conduct research into all complaints and recommend required action in assisting with all issues efficiently.

Key Tasks:

• Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
• Fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels. Collection of accurate information and documentation of unresolved issues.
• Assures attention to detail to provide quality service for all consumer investigations, calls or interactions.
• Act as a subject-matter expert for Investigations processes. Reviews and maintains department policies, ensuring Help Site is up to date.
• Support investigation processes and consumer communications to resolve matters related to TransUnion's compliance policies and procedures.
• Train and onboard new Investigation team members by facilitating individual and group training sessions focused on processes, quality standards, performance metrics, and operational procedures.
• Manage incoming consumer inquiries through email, phone, and written correspondence, ensuring timely and professional responses within established service-level agreements.
• Provide departmental support by gathering accurate, complete, and validated information using approved research methods and TransUnion systems and tools.
• Build and maintain strong working relationships with internal and external stakeholders through open communication, collaboration, and a commitment to delivering excellent service while promoting the TransUnion brand.
• Leverage available resources and management guidance to identify and implement effective customer-focused solutions.
• Demonstrate expert knowledge of operational procedures and proactively recommend process improvements to enhance efficiency, quality, and customer experience.
• Support Specialist Complaint Investigators in the timely resolution of complex and high-profile consumer escalations.
• Partner with Legal and Compliance teams to facilitate the effective and timely resolution of escalated and sensitive cases.
• Maintain high levels of accountability by delivering quality service, promptly addressing and documenting quality concerns and rework opportunities, and effectively managing stakeholder and customer relationships.
• Stay current with applicable consumer reporting legislation, regulatory requirements, law enforcement procedures, and company policies to ensure ongoing compliance.
• Safeguard consumer privacy by adhering to PIPEDA requirements and TransUnion policies, exercising sound judgment in handling confidential information and privacy-related incidents.
• Consistently achieve established performance, quality, productivity, and service goals while proactively identifying opportunities to improve work processes.
• Demonstrate initiative, resilience, and problem-solving skills by identifying and removing obstacles, meeting deadlines, and achieving business objectives.
• Manage daily Horizon Case Reporting and operational performance tracking.
• Process and resolve daily customer email inquiries and Remedy tickets within established service levels.
• Support customer onboarding reporting and related operational activities.
• Administer Hold Fax and Missing Fax processes to ensure timely document handling.
• Conduct project recovery and fraud/fictitious request investigations.
• Support Business Continuity Planning (BCP) activities, including Coupa invoice requests, daily mail-volume reporting, quarterly BIA completion, and IT issue escalation.
• Maintain training materials, operational manuals, and portal site content.
• Deliver customer support and follow-up communications to ensure successful issue resolution.
• Partner with Sales, Enablement, Product, Mail Operations, and IT teams to resolve customer and operational issues efficiently

Required Knowledge And Experiences

• University Degree or College Diploma.
• 3+ years of subject matter expertise in all areas of consumer Investigations, escalations and applies expertise to support our organization's vision and strategic direction.
• Ability to speak and write in French is a must have.
• Strong decision-making skills.
• Aptitude for continuous process improvement.
• Demonstrated strong communication and written skills.
• Time management skills with the ability to prioritize and multitask.
• Excellent problem-solving ability and willingness to take initiative to propose new solutions and change.
• Ability to work effectively both independently, unsupervised and as a team.
• Strong collaborator helps to keep motivation high by being supportive to colleagues.
• Strong customer service skills to maintain relationship between TransUnion and customers.
• Accountable for required action on assigned tasks.

The expected pay range for this position is $46,000 - $63,000 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 individual's education, training, work experience, job related skill set, location, and industry knowledge, as well as the scope and responsibilities of theposition and market considerations. In addition, variable compensation is based on applicable companyguidance and plan documents as well as performance.

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.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver's seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you'll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title:

Rep III, Consumer Operations Support