Call Center Member Advisor

About the Company

IDIQ is an award-winning company recognized as one of the fastest-growing industry leaders in identity theft protection and credit report monitoring. Our flagship brand, IdentityIQ, offers real-time fraud alerts and credit report information to protect and educate consumers. Other popular brands include MyScoreIQ for financial health and protection, Credit & Debt for credit and debt education, and IDIQ Pre-Paid Legal Services. As a consecutive honoree on the Inc. 5000 list, we provide award-winning services and a positive work environment.

About the Role

IDIQ is seeking full-time Member Advisors to join our onsite Call Center team in Mount Prospect, IL. This role focuses on assisting current members with cancellation requests and making retention efforts to maintain customer relationships. Member Advisors use active listening, problem-solving, and sales skills to de-escalate concerns and retain members.

Responsibilities

• Provide professional assistance to members on account access, billing inquiries, enrollment support, personal information updates, and cancellations, with a primary focus on retention.
• Utilize expert-level product knowledge to educate members on the value of IDIQ’s services and encourage continued membership.
• Practice active listening and empathetic communication to understand member concerns and provide tailored solutions.
• Apply de-escalation strategies to resolve emotionally charged interactions and turn potential cancellations into positive experiences.
• Manage a high volume of incoming and outgoing calls while efficiently navigating internal systems and documentation.
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options.
• Demonstrate strong multitasking and time management to meet performance targets and service level agreements.
• Maintain strict confidentiality of sensitive consumer information in compliance with privacy and data protection regulations.
• Follow all company policies and procedures regarding data privacy, protection, and loss prevention.
• Ensure regular and predictable attendance.
• Perform other job-related duties as assigned.

Requirements

• Minimum of two years’ experience in a high-volume call center environment providing customer service by phone.
• Experience handling high call volumes while maintaining excellent customer service and accuracy across systems.
• Familiarity with credit reporting services or related industries is a plus.
• Technical proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with browsers like Chrome and Firefox.

Preferred Skills

• Strong telephonic and electronic communication skills and etiquette.
• Advanced problem-solving skills.
• Familiarity with CRM systems and practices.
• Willingness to learn, respond to coaching, and adapt to sales processes.
• Strong customer-focused mindset.
• Established track record of reliability and good attendance.
• Strong communication and cross-functional collaboration skills.
• Ability to handle confidential information discreetly.
• Ability to multitask with a high volume of tasks.
• Flexibility to handle rapid and frequent change and interest in taking on new tasks.
• Passion, excitement, and a can-do attitude toward work.

Schedule

This is a full-time, onsite position (40 hours/week) with occasional voluntary overtime. The schedule is 9:30 AM–6:00 PM, Monday–Friday. Next training class begins September 14, 2026.

Pay

$21.00 per hour for English-only speaking candidates. $22.00 per hour for English/Spanish speaking candidates.

Benefits

• Medical: 100% of base benefits for employees and 50% for dependents.
• Dental: 50% of base benefits for employees and dependents.
• Vision: 50% of base benefits for employees and dependents.
• $25,000 company-paid life insurance.
• Short-term and long-term disability.
• 11 paid holidays.
• Paid vacation time off (VTO).
• Paid sick time (STO).
• 401k program with employer match.
• Paid volunteer leave.
• Continuing training opportunities.
• Relaxation rooms, game rooms, and company events (e.g., ping-pong tournaments, pool, Mario Kart).
• Unending free coffee.

Work Environment

This position operates in a professional office setting with standard office equipment such as computers, phones, and printers. Noise levels range from low to moderate and may increase during high-activity periods or team collaboration. The role requires sustained concentration, handling multiple priorities, and meeting deadlines, which may contribute to moderate stress at times.

Physical Requirements

• Regularly communicate with members, stakeholders, and colleagues to exchange accurate information clearly and effectively.
• Frequently remain in a stationary position for extended periods while operating a computer or other office equipment.
• Occasionally move about the workspace.
• May be required to push, pull, or move up to 10–30 pounds of equipment.
• Duties include repetitive tasks such as operating a computer keyboard and mouse.