Social Care Representative - GCCA Remote

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Team Overview
This is a senior-level position focused on supporting and coaching associates to enhance overall performance. Responsibilities include facilitating Policy Reiteration Training (PRT) and Calibration sessions based on quality feedback and/or CSAT consumer survey results, conducting calibration sessions to improve consumer experiences, and performing random call listening to identify development needs. The role also involves handling consumer contacts via telephone, chat, email or ticket providing prompt resolutions to inquiries, troubleshooting system errors, and ensuring compliance with TU and other relevant regulatory requirements. Additionally, they analyze consumer contact data to identify error trends, support team leaders by mentoring new team members, and work on special projects as assigned. They also provide ongoing support to associates, conduct coaching sessions, coordinate meetings with leadership, monitor system usage, and complete ad hoc reports with a high level of quality.
They work with other Internal Departments to determine the root cause of customer facing issues.
Also, they drive strategic business decision making through detailed analytics, insights and Real-Time reporting on Key Performance Indicators (KPIs) and financial results.

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

• Strong understanding of social media channels and support, across one or multiple platforms.

• Friendly communication style with high attention to detail, both written and verbal

• Experience in social media channel management or strong customer service background

• Passion for consumer engagement, personalizing every interaction to be as engaging and impactful as possible

• Ability to adapt to changes in focus areas quickly

• Comfort level with analytics, and using data to prove out hypotheses.

Required Knowledge And Experiences

• Eagerness to provide a consistent and positive experience to every consumer

• Excellent interpersonal skills

• Proven ability to prioritize and organize daily activities, maintaining flexibility

• Ability to collaborate in cross-functional, remote, team based environment

• Exceptional initiative and follow-up skills

• Knowledge of PowerPoint and other story telling software, as well as Outlook, Microsoft Word and Excel

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100/100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre for day one.

Please note that being a credit bureau, some positions require a clear credit record.

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.

At GCC Africa, you’ll join a purpose‑driven organisation that invests deeply in its people through competitive rewards, comprehensive benefits, and meaningful career growth. We offer flexible, permanent work‑from‑home arrangements, strong wellbeing and support programmes for you and your family, and access to global exposure, continuous learning, and accredited development opportunities. Our inclusive culture, focus on recognition, and commitment to work–life balance ensure you can grow your career while thriving personally

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Employment with TransUnion GCC Africa requires that you work from a fibre‑ready home environment that supports confidential and comfortable day‑to‑day work. You may be based anywhere in South Africa with fibre connectivity; however, working outside of South Africa is not permitted. A minimum 100/100 Mbps fibre line is required and must be installed or upgraded by day one of employment. As a credit bureau, certain roles also require a clear credit record.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Rep III, Consumer Operations Support