Customer Care Consultation Specialist

Customer Care Consultation Specialist

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.

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.

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 Legal Shield 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

• 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.)
• 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 those 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.