Customer Service Incident Coordinator, Greek Speaking

Role Overview

• Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft
• Examine and analyse information to determine the severity of the fraud, breach and/or identity theft
• Exercises independent judgment in setting priorities to ensure that deadlines and due dates are met
• Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
• Manage customer and client expectations
• Act as point of contact for customer, client and internal experts
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims
• Prepare letters, initiate telephone communications and acts as a liaison to creditor, law enforcement and government agencies
• Communicate clearly to customer the services and support offered
• Consults with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation.
• Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates
• Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties
• Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
• Prepares written proposals for breach services that fit the situation
• Participates in project plan schedule development, monitoring and reporting
• Directs document and data transfers between company and clients
• Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
• Ensures timely communication to internal team members, clients and other 3rd parties such as client’s counsel
• Records and details relevant case notes into database with strong attention to detail and accuracy of information in a timely manner
• Ensures the closure of all resolved and confirmed Incident records and final report to the client /customer
• Accountable for the overall breach/fraud incident process efficiency and effectiveness

Requirements

• Must be fluent in Greek and English (Written and Verbal)
• Experience in Customer Service

Benefits

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart