Bilingual Customer Care Advocate

Responsibilities

• Analyze and process complex consumer files from internal and external business partners to provide prompt solutions.
• Support fraud processing, including specialized fraud case management and coordination with Special Investigations (CSSI).
• Collect and distribute critical data to law enforcement for active fraud investigations.
• Respond to incoming calls and written inquiries regarding consumer disputes, fraud resolution, and identity theft.
• Analyze consumer contact data and report error trends to management to improve processes.

Requirements

• 1–2 years of experience in an operations or customer support environment.
• Bilingual proficiency in both English and Spanish.
• Experience handling consumer inquiries, escalations, or sensitive case resolutions.
• Strong understanding of confidential data handling and compliance requirements.
• Ability to read, understand, and interpret CRS (Consumer Relations System) audit trails.
• Proficiency in Excel or similar tools for data tracking and documentation.
• Experience with fraud case management systems and consumer data platforms.

Preferred Qualifications

• Previous experience working in fraud operations, financial services, or call center environments.
• Exposure to trend analysis, reporting, or fraud insights generation.

Benefits

• Comprehensive health coverage including medical, dental, and vision starting on day one.
• Financial security through 401(k) with employer match and Employee Stock Purchase Plan (ESPP).
• Family support including adoption assistance, fertility planning, and up to 12 weeks of paid parental leave.
• Professional development opportunities such as tuition reimbursement and career coaching.
• Wellness resources including 24/7 access to professional therapy and emotional well-being programs.

About the Company

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace through innovative solutions in credit, marketing, fraud, risk, and advanced analytics.