Incident Coordinator

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).