Incident Coordinator

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Team Overview

TransUnion's Cyber Insurance division, this team plays a vital role in helping organizations respond to data breaches and meet regulatory notification requirements. Team members serve as trusted project leaders, coordinating large-scale breach response initiatives while safeguarding client relationships and ensuring operational excellence.

This role reports directly to the Senior Lead of the Facilities Planning division. 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 an assigned portfolio of cyber incidents, data breach, and fraud-related cases with minimal direct supervision, establishing priorities and meeting client deadlines.

· Serve as the primary point of contact for clients, affected customers, vendors, and internal specialists, providing clear, empathetic, and professional guidance throughout each matter.

· Lead client intakes, assess incident information, and coordinate proposals, contracts, implementation activities, project schedules, and service administration.

· Analyze, clean, reconcile, and manage complex datasets used for breach notification and fulfillment, ensuring accuracy and readiness for downstream processing.

· Coordinate breach communications and mailings, including data scrubbing, letter production, client approvals, secure data transfers, and delivery to mailing providers.

· Monitor case progress, risks, dependencies, and stakeholder expectations; resolve complex issues and escalate matters requiring support from other teams.

· Gather, organize, document, and preserve case facts, statements, affidavits, and other evidence used in breach remediation, fraud, or identity theft matters.

· Maintain complete and timely case notes, incident records, project updates, and stakeholder reporting in designated systems.

· Maintain awareness of applicable data breach requirements and incorporate relevant obligations into case coordination and client communications.

· Confirm resolution, close incident records, and deliver final case reporting to the appropriate stakeholders.

Required Knowledge and Experiences

· One to five years of project management experience, or relevant education or certifications that demonstrate equivalent project planning and coordination knowledge.

· Three to seven years of client-facing experience in project management, customer service, case management, incident response support, or a comparable high-pressure service environment.

· Demonstrated ability to manage multiple workstreams moving at different speeds while applying independent judgment, meeting deadlines, and maintaining strong attention to detail.

· Strong written and verbal English communication, interpersonal skills, analytical thinking, and an empathetic, solution-focused approach to client and customer support.

Required Technical Skills

· Advanced Microsoft Excel skills, including VLOOKUP or comparable lookup functions and data-cleaning functions, to prepare and validate complex datasets.

· Proficiency with the Microsoft Office suite for case documentation, client communication, project coordination, and reporting.

· Ability to manage secure document and data transfers accurately and in accordance with established client and company processes.

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:

· PivotTables and other advanced Excel tools for summarizing, validating, and reporting data.

· Batch or Bash scripting used to support repeatable data-processing activities.

· Smartsheet, Jira, ShareFile, and Amazon Web Services Simple Storage Service (AWS S3).

· Additional language translation or live interpretation skills for correspondence, reports, training materials, and stakeholder discussions.

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We’ve got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

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. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Pay Scale Information:

The U.S. base salary range for this position is $51,700.00 - $75,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

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's Internal Job Title:

Specialist I, Customer Support Operations

Company:

TrueLink