Incident Coordinator

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Team Overview

The Global Incident Response team supports clients across Breach Fulfillment Services and Incident Response Forensics, helping coordinate services for cyber incidents, data breaches, fraud, and identity theft matters. The team provides end-to-end client and customer support, from proposals and contracts through implementation, case administration, remediation, and closure. This role reports to the US, Incident Response Manager. 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

• Manage a caseload independently, prioritize work, and meet deadlines in a fast-paced environment.
• Serve as the primary contact for clients, affected individuals, and internal stakeholders, providing timely updates and support.
• Coordinate end-to-end case activities, including intake, implementation, monitoring, reporting, and closure.
• Gather and analyze information to establish cyber incident, data breach, fraud, or identity theft cases and assess severity.
• Resolve complex issues, escalate when needed, and coordinate cross-functional discussions and actions.
• Collect and maintain evidence, documentation, and records to support breach remediation and fraud-related claims.
• Manage breach communications, data transfers, mailings, and related vendor coordination.
• Maintain accurate case documentation, ensure regulatory compliance, and deliver final reporting.
• Provide English-language communication support, including translation or interpretation when required.

Required Knowledge And Experiences

• One to five years of project management experience; relevant education or certifications may be considered in place of historical experience.

• Three to seven years of experience in a client-facing role similar to project management or customer service.

• Ability to manage multiple tasks moving at different speeds while maintaining accuracy, attention to detail, and sound judgment.

• Strong written and verbal communication, interpersonal, analytical, and problem-solving skills, with an emphasis on empathetic client management.

• Fluency in English and a collaborative, results-driven, solution-focused, and customer-focused work style.

Required Technical Skills

• Proficiency with the Microsoft Office suite and advanced Microsoft Excel skills for managing complex datasets.

• Hands-on experience with Excel lookup functions, including VLOOKUP or comparable lookup functions.

• Hands-on experience using Excel text-cleaning functions, including CLEAN or comparable data-cleaning methods.

• Ability to maintain detailed and accurate case notes in a database and coordinate document and data transfers.

• Ability to develop, monitor, and report on project plans and schedules.

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Working with Microsoft Excel, including creating and using PivotTables to analyze and organize data.
• Writing or maintaining batch files or Bash scripts to automate tasks and improve efficiency.
• Using tools and platforms such as Smartsheet, Jira, ShareFile, or AWS S3 to manage work, data, or project activities.
• Supporting cybersecurity, fraud, identity protection, incident response, data breach, forensic investigation, or breach remediation activities.
• Coordinating high-volume communications or time-sensitive customer correspondence, particularly in response to incidents, service disruptions, or data breach events.

TransUnion Overview:

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.

TransUnion Job Title

Specialist II, Customer Support Operations