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.

Responsibilities

• 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.
• Empathize, multi-task, and troubleshoot across various areas efficiently.
• Maintain a balanced perspective to ensure that the LegalShield brand and high-level of customer experience are maintained.
• Absorb and retain substantial amounts of information as it relates to the customer, the customer’s benefits, and limitations.
• Handle and retain substantial amounts of information as it relates to the customer, the customer’s benefits, and limitations.
• Manage high-pressure situations and be flexible and adaptable when a situation requires it.
• Provide appropriate solutions with our service and thoroughly educate the member and provide tools on proactively protecting their reputation and identity.
• 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.).

Qualifications

• Highschool 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.).
• Type a minimum of 35 WPM.
• Innate understanding of customer service, with a powerful sense for delivering superior service to customers.
• Excellent problem-solving skills.
• Effective written and verbal communication.
• Positive professional attitude and team player.
• Strong phone etiquette and active listening skills.