Customer Service Incident Coordinator - Arabic & French

Team Overview

Sontiq is TransUnion’s identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team works closely with customers, clients, and internal specialists to provide timely assistance during challenging situations and make a meaningful difference throughout customers’ recovery journeys. This role offers an opportunity to develop expertise in identity protection and customer support within a collaborative, customer-focused environment. The position reports to the Associate Lead, Customer Support Operations.

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

As a Customer Service Incident Coordinator, you will support Arabic-, French-, and English-speaking customers and clients affected by fraud, data breaches, or identity theft. You will coordinate incident activities, maintain accurate records, and connect customers and clients with the appropriate internal and external resources.

This is a shift-pattern role: Wednesday to Sunday, 6.30am-3.00pm or 2.00pm-10.30pm

Interview customers and clients by telephone to gather information about suspected or confirmed data breaches, fraud, and identity theft.

Examine and analyse available information to assess incident severity and determine the assistance or remediation required.

Provide professional, courteous customer service and expert assistance, clearly explaining the services and support available while managing customer and client expectations.

Serve as a point of contact for customers, clients, and internal specialists, providing timely communication and coordinating discussions, meetings, escalations, and updates.

Gather, assemble, and preserve relevant facts, statements, affidavits, and other supporting evidence for breach remediation and the resolution of fraud or identity theft matters.

Prepare correspondence and coordinate communications with creditors, law enforcement agencies, government agencies, legal counsel, and other relevant third parties.

Consult with prospective and existing clients regarding breach incidents, remediation requirements, proposals, project schedules, document transfers, and customer communications.

Coordinate incident administration, including data review, letter production, client approvals, mailings, document transfers, and reporting on trends or unique customer situations.

Maintain complete and accurate case notes, monitor incident progress, support efficient case management, close resolved incident records, and provide final reports to clients or customers.

Required Knowledge And Experiences

Fluency in Arabic, French, and English, with strong written and verbal communication skills for supporting customers, preparing correspondence, and communicating with internal and external stakeholders.

Experience working in a client-facing or customer service environment, including managing expectations and assisting customers during sensitive or high-pressure situations.

Demonstrated ability to analyse information, solve problems, manage multiple tasks moving at different paces, establish priorities, and meet deadlines with limited supervision.

Strong interpersonal, listening, organisational, and collaboration skills, with the ability to secure cooperation from clients, internal departments, and North American teams.