Consultation & Restoration Specialist
Consultation & Restoration Specialist
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1 Vacancy
Job Description
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 members 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
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 customers 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
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:
DuncanDepartment:
3000 C&RTime Type:
Full timeCommitment 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:.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
