Customer Success Consultant Fraud ID Solutions

TransUnion's Job Applicant Privacy NoticeWhat We’ll BringAt TransUnion, we are dedicated to finding ways information can be used to help people make better, smarter decisions. As a global and trusted provider of information solutions, our mission is to help people around the world access opportunities that lead to a better quality of life, while supporting organizations in optimizing risk-based decision-making and enabling consumers to understand and manage their personal information. When people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.The Advisor, Customer Success is responsible for supporting and optimizing the experience of customers who are already onboarded and actively using TransUnion’s fraud solutions. The mission of this role is to ensure that products are used correctly, efficiently, and in alignment with the outcomes agreed upon at the time of sale. This is achieved by performing functional analyses of the customer journey, identifying improvement opportunities, recommending configuration adjustments, and maximizing the value of the portfolio.This role is highly consultative and technical, and works in close collaboration with the Fraud Consultant and the Client Engagement Analyst to deliver comprehensive advisory support to customers.
What You’ll BringBachelor’s degree in Engineering, Systems, Business Administration, Statistics, or related fields. (This role requires a technical profile similar to that of Fraud Consultants, with a background that enables understanding of processes, data, and validation models.)6 to 8 years of prior experience in fraud, fraud prevention, validation models, risk, technical consulting, or equivalent roles. Experience as a Fraud Consultant or technical pre-sales is highly desirable.Experience supporting B2B customers in the use of technology solutions, risk, identity validation, or other complex products.Preferred experience working with commercial, operations, or analytics teams.Functional knowledge of validation flows such as OTP, authentication, sequential validations, configuration, among others.Ability to interpret data, KPIs, and dashboards.Understanding of the customer’s industry to tailor recommendations according to business context.Strong consultative and communication skills to explain technical concepts to non-technical audiences.Critical thinking and structured analytical skills.Service-oriented mindset, active listening, and customer empathy.Strong autonomy, organization, and ability to work within multidisciplinary teams.
Impact You’ll MakeSupport active customers to understand how they are using fraud products and assess whether performance aligns with expectations set during the sales phase.Analyze the customer’s operational flow (journey), diagnosing potential adjustments to improve the effectiveness of current validations or processes.Provide recommendations on changes to configuration or placement of validations (e.g., OTPs) based on industry, end-user behavior, and process nature.Identify key indicators and usage behaviors that enable better utilization of existing tools.Propose improvements and optimization opportunities to increase customer effectiveness and efficiency.Work closely with the Fraud Consultant and Client Engagement Analyst, integrating technical, industry, and analytical insights to deliver robust advisory services.Use reports, dashboards, and insights generated by the analytics team to inform decisions and guide recommendations.Identify cross-sell, upsell, and deeper product adoption opportunities based on customer performance and maturity analysis.Increase customer satisfaction through optimal use of fraud solutions, strengthening relationships and building trust.Collaborate and coordinate with sales, fraud, operations, and client engagement teams to ensure an integrated customer view.Contribute to the development and feedback of role-specific models, methodologies, and best practices across the organization.This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TransUnion office location for a minimum of two days per week.