Customer Service Identity Alerts Representative
Skills
About the Role
You will support members affected by potential identity theft through timely, accurate case handling, queue management, and member support. You will work in a fast-paced environment where you'll apply sound judgment, deliver a strong member experience, and contribute to team performance through consistency, quality, and accountability. You'll handle inbound and outbound support activities, document your work thoroughly, and build relationships with internal teams and external partners to help resolve member cases.
Requirements
- Proficiency with Microsoft Office Suite
- Experience with Salesforce CRM or similar platform preferred
- 1+ years of related customer service or call center experience preferred
- Background in fraud, identity theft, or investigation
- High School Diploma or equivalent
- FCRA Certification a plus
Responsibilities
- Manage and work assigned alerts-related cases and queues in a timely, accurate, and quality-focused manner
- Assist members through inbound and outbound support activities related to alerts and mediations
- Complete work in accordance with approved procedures, service expectations, and company performance guidelines
- Demonstrate strong attention to detail, sound problem-solving, and good judgment when reviewing cases
- Maintain accurate case documentation within approved systems
- Deliver a high standard of customer service, responsiveness, accuracy, and thoroughness
- Build effective working relationships with internal teams, merchants, vendors, and other third parties
- Maintain knowledge of relevant policies, procedures, industry trends, and identity protection or cybersecurity-related threats
- Participate in special projects or additional work assignments as directed by management
- Follow all information security, privacy, and confidentiality requirements