Customer Care Consultation Specialist

Job Summary: The Customer Care Consultation Specialist will give peace of mind to our identity theft members when they receive alerts of suspicious activity. The Customer Care Consultation Specialist will help our members with our protection suite of full identify, financial and digital device protection and assign a private licensed investigator in case of identity theft. Responsibilities: Scope of the Role Under close supervision, an incumbent in this position will conduct a variety of research to determine if identity theft has occurred which could have a significant impact on our members’ personal and financial lives. The Customer Care Consultation Specialist will be able to empathize, multi-task, and troubleshoot across various areas efficiently. The incumbent must be able to adapt to a changing environment, have effective time management skills and will ensure work is accurate, clear, and concise with strong attention to details. Performance Outcomes Service Expectations Build rapport and confidence with the member by facilitating discussions and offering appropriate solutions with our service Maintain a balanced perspective to ensure that the LegalShield brand and high-level of customer experience are maintained Member Education Assist member in determining origin of alerts and potential social or financial impact Thoroughly educate the member and provide tools on proactively protecting their reputation and identity Consult with the member regarding actions and items that can negatively and positively affect their credit Referrals & Documentation Obtain required credentials and approvals when providing or accessing sensitive member information Accurately determine if the member’s identity or reputation has been compromised and refer to a Restoration Specialist appropriately Thoroughly document cases in all systems of record (iSeries, People Search, Freshdesk, etc.) Performance Expectations Maintain excellent attendance and adherence Maintain minimum KPI targets which include: Quality NPS & MSat Scores Average After Call Work Average Non-Productive Time Other KPIs within Customer Care Education, Knowledge, and Experience Highschool diploma or equivalent required Successful completion of CDIA training courses required 1 or more years of customer service experience preferred Prior contact center experience preferred Proficient in Microsoft Office applications (Word, Teams, etc.) Types a minimum of 35 WPM Innate understanding of customer service, with a powerful sense for delivering superior service to customers Excellent problem-solving skills Has the ability to handle and retain substantial amounts of information as it relates to the customer, the customer’s benefits, and limitations Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it Demonstrates effective written and verbal communication Strong phone etiquette and active listening skills Positive professional attitude and team player FLSA (Fair Labor Standards Act) Status Non-Exempt, Overtime may be required Physical and Mental Requirements/Work Environment The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Prolonged periods sitting or standing at a desk and working on a computer Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds The ability to frequently, physically move between departments/floors While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. Additional Information: Location: Ada Department: 3000 C&R Time Type: Full time Commitment to Equal Opportunity PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination. If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].

The specialist will research and determine if identity theft has occurred to provide support and peace of mind to members. They are responsible for educating members on protection tools, documenting cases accurately, and maintaining high service quality standards.

Candidates must have a high school diploma or equivalent and have successfully completed CDIA training courses. At least one year of customer service or contact center experience is preferred, along with proficiency in Microsoft Office and strong communication skills.

• Time managementPreferred
• Customer servicePreferred
• Problem solvingPreferred
• Attention to detailPreferred
• CommunicationPreferred
• Microsoft OfficePreferred
• Data entryPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Problem-solving
• Time management
• Active listening
• Communication
• Microsoft Office
• Data entry
• Documentation
• Identity theft resolution
• Conflict resolution
• Attention to detail
• Multi-tasking
• Phone etiquette
• Research
• Empathy
• Discussion Facilitation
• Rapport Building
• Professionalism
• Active Listening
• IBM i
• Customer Service
• Problem Solving
• Key Performance Indicators (KPIs)
• Multitasking
• Telephone Skills
• Time Management
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Writing
• Investigation
• Detail Oriented

• Customer Service & Support
• Legal
• Security & Safety
• Administrative
• Customer Care Consultant
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Minimum education

High school

Minimum experience

0+ years

Posting language

English

Working hours

40 hours per week