Bilingual Customer Care Advocate

Role Overview And Core Responsibilities

• Analyze and process complex consumer files received from various internal / external business partners with prompt solutions.
• Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management.
• Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.
• Answer and respond to incoming calls and written inquiries from consumers and customers providing prompt resolution to escalated inquiries such as: consumer disputes, fraud resolution, and identity theft for (minors/adults).
• Analyze consumer contact data and report error trends to management.

Required Knowledge And Experiences

• Ability to read, understand, and interpret CRS (Consumer Relations System) audit trails.
• Experience working with fraud case management systems and consumer data platforms.
• Strong skills in data tracking, documentation, and basic analysis (Excel or similar tools).
• Familiarity with consumer dispute and fraud processing workflows.
• 1–2 years of experience in an operations or customer support environment (preferred experience in fraud or disputes).
• Bilingual in English and Spanish.
• Experience handling consumer inquiries, escalations, or sensitive case resolution.
• Strong understanding of confidential data handling and compliance requirements.

Preferred Skills

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

Benefits That Support Every Part Of Your Life

• For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
• For Your Protection: We’ve got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability.
• For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter.
• For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP).
• For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
• For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

Pay Scale Information

The pay range for this position is $18.22 - $26.44 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.