Customer Service Incident Coordinator, Croatian Speaking
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Job Description
Customer Service Incident Coordinator supporting UK customers affected by identity theft, fraud, and data breaches. Coordinating case resolution with customers, clients, and specialist teams.
Responsibilities:
- Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents
- Review and analyse case information to assess incident nature and severity and determine appropriate next steps
- Provide professional, empathetic, and high-quality support to customers affected by fraud, identity theft, or data breaches
- Manage customer expectations through clear updates and guidance during incident resolution
- Act as a key point of contact between customers, clients, and internal subject matter experts
- Gather, document, and maintain information and supporting evidence for identity restoration and remediation
- Prepare correspondence and communicate with creditors, government agencies, and other third parties when required
- Explain available services, support options, and recommended actions to customers
- Support clients and customers in understanding breach-related incidents and identifying remediation requirements
- Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams
- Report to the Associate Lead, Customer Support Operations
Requirements:
- Fluency in Croatian and English, both written and verbal
- Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment
- Strong communication and interpersonal skills
- Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases
- Strong organisational skills and attention to detail
- Ability to manage multiple cases and maintain accurate records
- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel
- Ability to accurately document, maintain, and manage customer case information within internal systems
- Experience using customer service, case management, or customer relationship management platforms
Benefits:
- 26 days annual leave and 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
- Physical, mental and financial fitness wellbeing programmes
- Access to mindfulness tools
- Access to diversity forums and communities
- Training and development opportunities
- Flexible working policies and practices
- Reasonable adjustments to the recruitment process
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