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 identity, financial and digital device protection and assign a private licensed investigator in case of identity theft.

• Under close supervision, conduct a variety of research to determine if identity theft has occurred, which could significantly impact our members’ personal and financial lives.
• Empathize, multi‑task, and troubleshoot across various areas efficiently.
• Adapt to a changing environment, exhibit effective time‑management skills, and ensure work is accurate, clear, and concise with strong attention to detail.
• Build rapport and confidence with the member by facilitating discussions and offering appropriate solutions.
• Maintain a balanced perspective to preserve the Legal Shield brand and a high level of customer experience.
• Assist the member in determining the origin of alerts and potential social or financial impact.
• Thoroughly educate the member and provide tools for proactively protecting their reputation and identity.
• Consult with the member regarding actions and items that can negatively or positively affect their credit.
• 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.).
• Maintain excellent attendance and adherence.
• Maintain minimum KPI targets, which include:
  Quality NPS & MSat Scores, Average After Call Work, Average Non‑Productive Time, and other KPIs within Customer Care.

• High school 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.).
• Minimum typing speed of 35 WPM.
• Innate understanding of customer service with a strong sense for delivering superior service.
• Excellent problem‑solving skills.
• Ability to handle and retain substantial amounts of information related to the customer, benefits, and limitations.
• Ability to work in a fast‑paced environment, manage high‑pressure situations, and be flexible and adaptable when needed.
• Demonstrates effective written and verbal communication.
• Strong phone etiquette and active listening skills.
• Positive professional attitude and team player.

Non‑Exempt, overtime may be required.

The workspace requires prolonged periods of sitting or standing at a desk and working on a computer. The employee must regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds. The job also involves frequent physical movement between departments or floors.

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: human PPLSI is an Equal Opportunity Employer.

PPLSI does not…