Billing Specialist I

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What We'll Bring:

At TransUnion, 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 encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• A bachelor's degree or an equivalent combination of education, training, and experience.

• 3+ years of experience in customer service, client support or account management.

• A solid understanding and ability to use word processing, spreadsheet, Tableau and database software applications such as Salesforce or other CRM experience is necessary.

• Excellent analytical, troubleshooting and problem-solving skills.

• They must have good service knowledge and be able to communicate effectively to understand the problem and explain its solution to internal and external customers.

• Strong attention to detail, time management, and organizational skills .

• This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

What we'd love to see:

• Identify and determine the best solution based on the issue and details provided by customers (internal and external).

• Ability to make decisions and solve problems or courses of action through policy or consultation with others.

• Ability to thrive and stay organized and flexible in a changing, high-energy, and fast-paced environment.

• Excellent listening and writing skills and the ability to work between both the customer and all levels across other organizations to maximize cross-department cooperation and efficiency.

• Must be a strategic thinker that is looking at risk mitigation at all times.

Impact You'll Make:

• Improves the client experience by delivering account support in accordance with service level expectations (SLE's). Responds quickly and accurately to support requests via email, telephone, and Salesforce.com, with focus on individual customer business needs. Interacts with other departments to garner assistance in resolving customer questions and/or challenges.

• Manages the resolution of all customer issues through the Salesforce.com case tracking system. Documents resolutions to improve repeatability of solutions and helps create and or re-write SOPs (standard operating procedures) where necessary.

• Supports all aspects of the customer lifecycle from onboarding, through ongoing support, QAing and incorporating customer feedback into future business practices. Responsible for coordination, set up and audit of future price increases due to product increases and/or contract renegotiations.

• Must have deep understanding of our TUBS billing system for proper set up of new enablement codes, changes to pricing on existing enablement codes and ensure set ups are in accordance to sales and customer expectations (contracts).

• Work with Client Executive (sales) on contract to pricing set ups and ensures review of these codes on a daily and ad hoc basis.

• Must have deep understanding of the account structures and how they are being billed.

• QA of new code sets ups and changes - Ensuring products are turned correctly for more complex solutions on our SCM platform. Ensure product and pricing is set up correctly in our Billing systems (TUBS and Phoenix) for online and batch products

• May need to run periodic pricing audits and reports from Tableau and Salesforce.

• Coordinates with internal stakeholders and vendors to identify and resolve operational issues as they impact external customers. (i.e.: Consumer Ops, Tech support, and white glove accounts)

• Assists with the research and analysis of data quality and pricing discrepancies reported by customers. (Troubleshoot on SCM and TUBS when necessary).

• Provides operational support to sales, product management, and operations, for requests such as customer inquiries, account maintenance, Ad Hoc report requests and setup. Troubleshoots issues with our customers and responds to both IT and business client stakeholders.

• Maintains a detailed understanding of TransUnion solutions, services, and potential software issues. Answers basic technical questions and refers non-routine technical or product issues to higher levels.

• Completes various projects for sales and management in the areas of data research, operational efficiencies, metrics and reporting, client data, billing, contract maintenance within CLM, and other related areas. Most projects require working in teams with other associates throughout the organization while maintaining current personal workload.

• Assists in preparing and maintaining customer reports, project spreadsheets, presentations, and other documentation in a timely and accurate manner.

• Performs other related duties and projects as assigned from SSR leadership such as new Enablement codes

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

TransUnion's Internal Job Title:

Specialist I, Sales Support