Customer Service Incident Coordinator (Croatian Speaking)

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Team Overview

Sontiq is TransUnion's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team works closely with customers, clients, and internal specialists to deliver timely assistance during challenging situations, making a meaningful difference in customers' recovery journeys. This role offers the opportunity to develop expertise in identity protection and customer support while working in a collaborative, customer-focused environment.
This role reports to the Associate Lead, Customer Support Operations on a shift pattern of Monday to Friday 10:30 - 19:00.
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

As a Customer Service Incident Coordinator (Croatian Speaking), you will support customers impacted by identity theft, fraud, and data breach incidents, helping them navigate the resolution process and access the support they need. You will play an important role in delivering positive customer outcomes, coordinating with internal and external stakeholders, and providing reassurance and guidance during sensitive situations.
 

Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents.

• Review and analyse case information to assess the nature and severity of incidents and determine appropriate next steps.

• Provide professional, empathetic, and high-quality customer support to individuals affected by fraud, identity theft, or data breach events.

• Manage customer expectations by providing clear updates and guidance throughout the incident resolution process.

• Act as a key point of contact between customers, clients, and internal subject matter experts.

• Gather, document, and maintain relevant information and supporting evidence to assist with identity restoration and remediation activities.

• Prepare correspondence and communicate with creditors, government agencies, and other third parties when required to support case resolution.

• Clearly explain available services, support options, and recommended actions to customers.

• Support clients and customers in understanding breach-related incidents and identifying appropriate remediation requirements.

• Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams.

 

Required Knowledge And Experiences

• Fluency in Croatian and English, both written and verbal, to support effective communication with customers, clients, and stakeholders.
• Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment.
• Strong communication and interpersonal skills, with the ability to build trust and provide clear guidance during sensitive customer situations.
• Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases and maintain accurate records. 
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to accurately document, maintain, and manage customer case information within internal systems.
• Experience using customer service, case management, or customer relationship management platforms.

What’s in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and 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

TransUnion – a place to grow:

If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting [email protected].

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies.  If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.

Find out more about Life At TU UK:

https://twitter.com/TransUnionUK

https://www.linkedin.com/company/transunion/life/

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 Job Title

Specialist I, Customer Support Operations