Customer Relations Advisor- French speaking

CyberScout (a TransUnion Company) is seeking a French Speaking Incident Coordinator who will be responsible for working closely with consumer and breach clients, providing Client and Customer service, proposals, contracts, implementation and administration of breach services, and support clients throughout the process.Responsibilities include but are not limited to the following:
Please note, that this is a 5 day week role set days

Customer Service
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

Administrative
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
If applicable, language translation for correspondence, reports , training documents, other internal documents as necessary
If applicable, live Language interpretation between clients and internal departments regarding sales support, client training and incident management support calls with Forensic and Privacy experts, e're
happy to talk flexible working
. We
operate
a hybrid model allowing you to explore the balance of work
and hours
from home
and/
or from our offices in United Kingdom and Ireland
.

Interview & Hiring Process

Most of our r
ecruitment
processes are
virtual
, so
you'll

get to know our
hiring managers and
team
s
over the phone and
through
video
. If we need you

to attend a physical in person interview your recruiter will inform
you
of this.

Reasonable Adjustments

If you require any reasonable adjustments to attend an interview with
us
please
make us aware of
this on your application.

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
.

Bachelor's Degree or equivalent work experience
3-5 years working in a client facing position similar to customer service
APA, CIP, and or working towards a QFA or equivalent an advantage
Ability to manage multiple tasks moving at varying pace
Proficient with MS Office suite; Tech savvy
Proficient with reporting systems e.g. claims/ client management systems an advantage
Strong written and verbal communication skills
Excellent interpersonal skills - good listener
Ability to elicit cooperation from a wide variety of sources, including North American Teams, clients and other departments
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment; very organized
Results driven and customer focused
Team player; collaborative work style is vital as is in keeping with companywide ethos.
Self-motivated; able to work with little supervision
Fluent in French and English