Customer Service Incident Coordinator – Arabic/French

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist customers and clients who speak Arabic, French, and English and are affected by fraud, data breaches, or identity theft.

• Oversee incident activities and ensure accurate record-keeping.

• Conduct phone interviews with customers and clients regarding suspected or confirmed incidents of data breaches, fraud, and identity theft.

• Analyze information to evaluate the severity of incidents and identify necessary assistance or remediation measures.

• Deliver professional customer service while clarifying available services and support options.

• Act as a primary contact for customers, clients, and internal specialists.

• Facilitate discussions, meetings, escalations, and updates.

• Collect, organize, and preserve facts, statements, affidavits, and supporting evidence.

• Prepare correspondence and manage communications with creditors, law enforcement, government entities, legal counsel, and other third parties.

• Advise clients on breach incidents, remediation needs, proposals, project timelines, document transfers, and customer communications.

• Oversee incident administration, including data reviews, letter production, client approvals, mailings, document transfers, and trend analysis.

• Maintain case notes, track incident progress, support case management, close resolved records, and generate final reports.

• Work on a Tuesday to Saturday shift pattern.

• Report to the Associate Lead, Customer Support Operations.

⛳️ Requirements

• Proficiency in Arabic, French, and English.

• Excellent written and verbal communication abilities.

• Experience in a client-facing or customer service role.

• Background in managing expectations and supporting customers during sensitive or high-pressure situations.

• Capability to analyze information, solve problems, manage multiple tasks, prioritize effectively, and meet deadlines with minimal supervision.

• Strong interpersonal, listening, organizational, and collaborative skills.

• Ability to gain cooperation from clients, internal departments, and North American teams.

• Proficiency in the Microsoft Office suite.

• Experience using claims, customer, client, or incident-management systems.

• Ability to coordinate secure document and data transfers.

• General technical confidence and the capability to learn and navigate business systems.

• Keen attention to detail.

🏝️ Benefits

• 26 days of annual leave plus bank holidays (increasing with service).

• Global paid wellness days off.

• Bonus day off to celebrate your birthday.

• Generous contributory pension scheme.

• Access to the TransUnion Employee Stock Purchase Plan.

• Private health care.

• Programmes for physical, mental, and financial well-being.

• Access to mindfulness tools.

• Participation in diversity forums and communities.

• Opportunities for training and development.

• Flexible working policies and practices.

• Reasonable adjustments in the recruitment process.

• Competitive salary and bonus structure.