Identity Restoration Specialist

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Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, Life Lock, Avira, AVG, Reputation Defender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come.

We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer.

Employment decisions are based on merit, experience, and business needs.

If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!

The Identity Restoration Specialist works directly with members to collect the essential data required and repair identity compromises and fraud. In addition, this position collaborates with various individuals, departments, and organizations to collect information and procedures necessary to provide a timely resolution of member issues and concerns. Flexibility to adjust to a changing environment is essential for this role as well as being able to handle high‑stress situations while remaining calm and confident.

The Identity Restoration Specialist will be expected to partner with Team Managers and Training to share trends based on the evaluation of current data to improve the member experience.

• Daily interaction with members and third parties to successfully remediate Identity Theft issues
• Handle intensified situations with minimal support
• Educate members on Identity Theft, Life Lock Terms of Service and Service Guarantee
• Consistently meet department goals (examples: production, NPS and compliance goals)
• Partner with other Life Lock departments to support Restoration goals and initiatives
• Collaborate with peers and other teams regularly
• Mentor new representatives and/or representatives seeking Restoration as part of their career path

• Focused and self‑motivated – able to work independently on a variety of tasks.
• Handle high‑stress situations calmly and confidently.
• Well organized and able to effectively handle own time.
• Excellent communication skills, including verbal, written, social and mentorship abilities.
• Knowledge about Identity Theft and Identity Theft trends a plus.
• Case Management background.

• Ability to protect all forms of highly confidential and proprietary business information and to maintain the highest standards of privacy and security.
• Ability to follow and abide by all information and security policies and practices.

• Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint.
• Minimum of one year using Salesforce CRM or similar, preferred.

• High School or equivalent required. Bachelor’s Degree preferred.
• Background in fraud investigation.
• Background in case management.
• Computer proficiency with Microsoft Office Suite.
• Certificates, licenses and registrations: REQUIRED.
• FCRA certified within 90 days of hire (score of 80% or better).

Gen is proud to be an equal‑opportunity employer, committed to diversity and inclusivity. We base…