Customer Service Incident Coordinator, Croatian Speaking

TransUnion

. Conduct customer interviews by telephone to gather information about fraud, data breach, and identity theft incidents .

Posted 9/18/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support, particularly in managing fraud, data breach, and identity theft incidents. Proficient in communication, case management, and maintaining detailed records while providing empathetic assistance to affected customers.

Highest-signal resume keywords

Fluency In Croatian And EnglishCustomer Service ExperienceStrong Communication SkillsOrganisational SkillsProficiency In Microsoft Office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementIncident AssessmentDocumentation ManagementCustomer Needs AssessmentRecord Keeping

Soft Skills

EmpathyInterpersonal SkillsDecision-MakingAttention To DetailExpectation Management

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelCustomer Relationship Management Platforms

Industry Keywords

FraudData BreachIdentity TheftCustomer SupportRemediation

About the role

Key responsibilities & impact

Conduct customer interviews by telephone to gather information about fraud, data breach, and identity theft incidents
Review and analyse case information to assess incident nature and severity and determine next steps
Provide professional, empathetic, 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 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 teams
Report to the Associate Lead, Customer Support Operations on a Monday–Friday 10:30–19:00 shift pattern

Requirements

What you’ll need

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

Comp & perks

26 days annual leave and bank holidays (increasing with service)
Global paid wellness days off and a bonus day off to celebrate your birthday
A generous contributory pension scheme
Access to the TransUnion Employee Stock Purchase Plan
Private health care
Access to mindfulness tools and physical, mental, and financial fitness wellbeing programmes
Access to diversity forums and communities
Training and development opportunities
Flexible policies and practices to accommodate personal responsibilities and needs
Reasonable adjustments to the recruitment process
Remote work arrangement
Virtual recruitment processes