Client Account Specialist - Insurance Vertical

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Company:	TransUnion Company Profile \| Current Opportunities (26)
Job Location(s):	Chicago
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Customer Service - General, Professional and Technical

Position Description

Title: Client Account Specialist - Insurance Vertical

Location: Chicago, IL

Reference: 4248

Regular/Temporary: Regular

Full/Part Time: Full-Time


	How To Apply
	We are TransUnion and we are proud of the remarkable achievements we have made in the consumer credit information services industry. If you share our competitive spirit and take pride in your professional accomplishments, consider joining TransUnion today. Responsible for the account support aspect of client relationships. Provides tactical and administrative support to current and prospective customers, the sales team and management. Provides information and assistance in areas including but not limited to customer service, product information, technical support, membership services, accounting issues, research and other general support items as required. Regularly interacts with and acts as a liaison between various internal departments and external parties to resolve customer and sales related issues. May assist in orienting and training new associates. Enhances customer relationships by working closely with customers and sales in providing superior service and support. Duties & Responsibilities: 1. Responsible for the account support activities during and after the sale to enable the Sales Associate and Sales Management to focus on selling activities. Responds to customer requests and inquiries and keeps sales team informed of customer progress, issues, enhancements and modifications as required. 2. Customer Service: Consults directly with customers to understand, address and resolve service/product related issues. Answers and responds to incoming calls from customers and sales associates. Resolves most questions and problems independently. Refers only the most complex issues to higher levels. Answers questions regarding membership, billing, pricing, software, products, FCRA, and other general questions using knowledge of TU systems and products. Researches information using various systems (e.g., Vision, TUBS, CRONUS, CAP), product brochures, and other resources. Partners with the Regional Operations Center, Solution Center, and other departments to resolve customer issues. Explains information found on credit reports (e.g. FICO scores, subject selection, tradelines, product add-ons and inquiries). Informs consumers of proper procedure in obtaining and disputing credit file information and receiving fraud assistance. Assists in the development of sales team product presentations by providing suggestions, concepts and content. Keeps abreast of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to sales colleagues. May contribute in the implementation and execution of products and services 3. Technical Support: Understands products and associated software issues. Provides basic technical support to customers. Acts as a liaison between the customer, internal departments, and software vendors in resolving communication issues. Refers higher-level technical issues when needed. Assists customers with subscriber codes, passwords, and other access issues. Assists in the implementation and execution of products and services by determining customer job requirements and monitoring customer projects. Understands and interprets customer promotional campaign needs through review of job specifications and customer interviews, conducts and participates in walk-through with sales and operations team members in order to gain additional insight to developing the most effective method of extracting data and producing lists which meet the customers needs while ensuring compliance to organizational guidelines and standards. Applies customer promotional campaign specifications to prescreen data for production jobs. Conducts data audits to ensure customer criteria is met. May use system applications, databases, and automated tools to effectively analyze data, create reports, scrub, and deliver data as required. 4. Membership Coordination: Compiles and distributes membership packets to prospective customers. Reviews packets upon return for completeness and accuracy, ensuring all documents are completed, signed, and included. Reviews applications, letters of intent, various agreements, bank and trade references, and other forms for errors and missing items. Is able to identify inconsistencies across documents and potential problems. Acts as a liaison between the customer, Membership Department and sales associate on open membership issues and to ensure compliance with SOP 1000. May verify customer's type of business, address, phone number, and reference information to ensure propriety. Ensures copies and originals are filed and received in accordance with prescribed timeframes and at the appropriate locations, including the bureau, Regional Operations Center, and the customer. 5. Existing Account Maintenance/Miscellaneous Accounting Duties: Acts as a liaison between the customer, sales associate, and Regional Operations Center to ensure that changes and additions are processed on existing customer accounts. Prepares and submits requests to the Regional Operations Center for name and address changes, new subscriber codes, product activations and cancellations, Accounts Receivable adjustments, miscellaneous billing forms, and changes to pricing groups. Verifies requests are processed timely and accurately by looking up information in applicable systems as CRONUS and TUBS. Follows up with the customer and sales associate to notify of changes and throughout the process as needed. Maintains credit, debit, and cash control logs as required. May assist in collection efforts by making collection calls on past due accounts. May prepare Accounts Payable vouchers. Pulls and copies invoices as needed. 6. Reporting: Prepares, maintains, and distributes sales related reports, spreadsheets, databases, graphs, presentations, and other documentation, in a timely and accurate manner. Typically requires running advanced queries, downloading and integrating multiple files into one analysis, consolidating data from multiple sources, and/or determining what data to include based on business rules and standard operating procedures. Information may be confidential in nature. Begins to analyze sales related activities. Retrieves files and other reports as requested by staff. Suggests opportunities when automation would assist in the overall operations of the group or department. 7. General Admin/Clerical Work: Performs miscellaneous administrative and support duties for sales associates and the general office, including but not limited to copying, filing, opening and distributing mail and faxes, ordering supplies, stocking supply and copy rooms, ordering and maintaining inventories of sales/marketing information and promotional items, processing payroll and tracking attendance, making arrangements for travel and special meetings and events, and other like duties. 8. Special Projects: Completes various projects for sales staff and management regarding products/services, special mailings, research, and other sales related projects. Typically special projects are explained to the incumbent and independence is given for completion. Some may require working in teams with other associates in the organization. Performs other duties as assigned. Qualifications: The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree in marketing, communications, computer science, business or related field required or, equivalent experience in the credit lending, banking, direct marketing or computer sciences industries. Requires a minimum of 2 (two) years credit or insurance industry experience. Proven ability to perform the overall duties and responsibilities of this position with minimal direction. This is typically shown through two (2) to four (4) years of experience in a customer service, product or sales support role. Excellent customer service skills, including strong listening skills and the ability to communicate and interact with individuals at all levels, both internally and externally. Demonstrates consultative characteristics when approaching customer issues. Requires aptitude to influence and to be persuasive. Must have working knowledge of all software applications used by the supported group. This typically includes using production and billing systems, word processing, spreadsheet, and database software applications. Must be able to determine when various software applications should be integrated together when completing assignments. Begins to develop an understanding of the technical aspects of products and services. Must be able to complete assignments accurately and within the given deadlines. Must be able to plan accordingly when deadlines of current projects change. Ability to prioritize customer requests. Must be able to work independently and in group settings. Ability to effectively resolve questions and problems by acting as a liaison with multiple parties. Requires an in-depth knowledge of Trans Union's core products and services and capabilities of the business unit systems. Basic knowledge of competitor products and services, and the ability to highlight TransUnion advantages during sales opportunities preferred. Requires understanding of credit and related industries. Requires knowledge of related Federal and State legislation (e.g. FCRA, FACT, Fair Debit Collections), and corporate policies and guidelines. Must be detail oriented, flexible, and have strong organization skills. Must be proficient in Microsoft Office and varied PC applications. We offer competitive salaries, comprehensive benefits, a business-casual environment, and a convenient downtown location as well as a free on-site fitness center. To be considered for employment with TransUnion, you must be able to pass a credit and criminal background check. TransUnion is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. TransUnion values the advantages gained from a diverse workforce.

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