Customer Engagement Consultant - Fraud Solutions

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices Team Overview The Customer Experience team helps customers achieve their objectives by providing operational and technical support across our fraud and identity platforms and services. The team monitors solution performance against service level agreement (SLA) standards, manages issues through resolution, and develops solutions that strengthen customer outcomes and relationships. This role reports to the Director of Customer Experience and collaborates with cross-functional teams supporting pioneering products and technology.This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. Role Overview and Core Responsibilities 1. Build customer confidence through timely, reliable communication, effective project management, and consistent follow-through. 2. Lead customer initiatives throughout the project lifecycle, coordinating activities, stakeholders, and deliverables to support successful implementations and project outcomes. 3. Serve as the first line of support for day-to-day operational and technical questions from standard support customers, responding to tickets within established departmental SLA requirements. 4. Monitor service statistics, prepare detailed reports, and accurately track customer issues through complete resolution. 5. Provide operational support for customer issues involving fraud and identity platforms, products, and solutions, partnering with internal teams as needed. 6. Consult with customers to identify opportunities and challenges and develop practical, efficient, and data-informed solutions aligned with their objectives. 7. Strengthen customer relationships by identifying needs beyond direct project work, communicating relevant opportunities and insights to Sales, and representing the voice of the customer to help inform the sales process, product roadmap, and future solution and feature innovation. 8. Build effective relationships with local and remote cross-functional team members, sponsors, key stakeholders, and executives. 9. Take ownership of assigned work and deliver high-quality results and recommendations in a fast-paced environment with limited guidance. 10. Willingness to work flexible hours as needed to support on-call and critical customer incidents and collaborate with globally distributed teams and customers. Must be available to work Pacific Time (PT) hours to ensure adequate coverage and support for customers. Required Knowledge and Experiences 1. Bachelor's degree in business, finance, computer science, or a related field, or equivalent relevant education and experience that supports effective customer consultation and technical problem-solving. 2. At least three years of experience in consulting, project management, implementation management, fraud management, customer success, or related discipline, with demonstrated ownership of customer initiatives and outcomes. 3. Demonstrated ability to identify customer opportunities and challenges and translate findings into practical, data-driven solutions. 4. Strong customer-service orientation and relationship-building skills, with the ability to communicate complex ideas clearly in English, verbally and in writing, across organizational levels. 5. Ability to manage multiple priorities, collaborate effectively with remote teams, make decisions within established policies and business plans, accommodate meetings across time zones, participate in an on-call rotation, and travel overnight when needed. Required Technical Skills 1. Experience supporting technology platforms, products, or solutions and managing operational or technical customer issues through resolution. 2. Ability to monitor service-level performance, interpret service statistics, prepare detailed reports, and maintain accurate issue and ticket documentation. 3. Proficiency using standard project-management, customer-support, ticketing, reporting, and collaboration tools to coordinate work and communicate progress. We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in: 1. Knowledge of fraud, identity, risk, or related customer solutions and services. 2. Experience supporting customer implementations or initiatives across multiple phases of the project lifecycle. 3. Experience partnering with Sales, Product, and technical teams to share customer insights and identify opportunities. 4. Ability to work effectively with sponsors, stakeholders, and executives in local and remote environments. Benefits that support every part of your life: At TransUnion, we design benefits to help youfeel well, do well, and plan well-from day one. For Your Health: Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable. For Your Protection: We've got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort and longterm disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage. For Your Family: Fromadoption assistance and fertility planning coveragetocaregiver support, we're here for every chapter. AccessDependent Care FSA for possibility of an employer match, a complimentaryCare@Workmembership, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return. For Your Future: Build toward what's next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallongterm care insuranceto plan confidently. For You: Grow and recharge withtuition reimbursement,flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employeediscounts,charitable gift matching, andpaid volunteer time off, plus corporate volunteer events that make it easy to give back. For Your Wellness: Access24/7 supportincluding professionaltherapy,coaching, and emotional wellbeing programs alongside guided meditation and resources that supportphysical, mental, social, and financial wellness. We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual or