Leadership out of touch with staff - Anonymous employee TransUnion Employee Review

1.0
8 Oct 2021
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Fast paced, lots of exposure and a mountain of work for most to get through at any point. If you want a busy job where you will be pushed to learn quickly, TU is for you. People are generally friendly, but the culture changed massively since WFH.

Cons

Leadership is not collaborative. Exec is like an exclusive club that looks down on the rest of the organisation. Plenty of examples where the performance of people has been graded by the Exec without consultation and, alarmingly for those not graded as a top performer, no evidence of a plan to improve. Lots of people end up leaving, feeling undervalued and, quite frankly, beat up by the way they have been treated. You are not given the tools or time to perform to your best. The culture since Covid is to have your days blocked by meetings, meaning that you get roughly 5 minutes a day to actually do work. There is a chasing culture at TU, setting unreasonable expectations to achieve goals. Most managers and exec rely on emails and escalations to get things done. Very transactional way of working and whilst leadership always imply that they are being 'strategic', the business is being held back by the culture of moving from one task to the next, and they mostly scapegoat junior members for not being able to hit strategic goals. Finally, if you are considering TU as a place to work, please remember that TU Europe is a very different workplace to TU US (headquarters). It is a regional business that is kept in its place by US and you shouldn't expect to see the same budgets as they get. Finally, whilst benefits are generally pretty good (PMI, Pension), salaries are out of touch with the market. I suspect most people would be offered higher salaries elsewhere.

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TransUnion Response
4y
Thank you for your review! As the COVID-19 Pandemic continues to change our work environment, we are working towards creating a productive workplace where our associates can communicate seamlessly and take on tasks that matter, not just filler work. We're always looking for ways to improve and value your feedback. - Amber H. Talent Brand Manager

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In your down time, if you're caught up on tickets you can basically do whatever you want granted, you're still attentive to phone calls No overbearing managers checking in on you

Cons

Company feels very disorganized TransUnion uses SalesForce as their main ticketing system, and it is not maintained at all. When a new account manager takes over an account, half the time they do not update who the account manager is in SalesForce or they will simply create a new account. You'll receive a lot of complaints from customers informing you they do not know who their account manager. I've been told by customers that Experian and Equifax list who their account manager is when they log into their accounts. A lot of times you'll be sent on a wild goose chase to track down who the actual account manager is. There are many accounts with the same name or a slightly altered name. For example, there will be walmart, WalMart, WALMART, and you will have to figure out which is the most up to date account for the customer. Some account managers flat out ignore calls and emails from their customers which ends up causing more work for you since they'll be calling and emailing whatever number and/or email they can, and you'll team majority of the time receives the brunt of it. Feels less like IT/technical work and more like a call center where your sole objective is to push tickets and direct tickets to the correct location. There will be many tickets you are unable to resolve on your own because you do not have the correct permissions. Unfortunately, this role is the catch all net for when the system, customers, or other TransUnion employees are unsure who to go to for an issue, meaning, you'll also receive a lot of tickets that do not fall into your scope. For example, you'll receive tickets for billing and invoices, account managers not responding to customers, questions about websites/applications you do not know, and more. A lot of the login error tickets could be reduced if TransUnion websites informed the customer what the issue is. For example, instead of the website informing the customer their account has been locked, or they need to perform a password reset, the website will only tell the customer to contact the 1-800 number, which also creates more work for you. There's honestly a lot more wrong with this position that makes you basically feel like you are the bottom of the barrel, but I only have so much energy

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