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 identify, financial and digital device protection and assign a private licensed investigator in case of identity theft. Responsibilities: Scope of the Role 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. Performance Outcomes 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 LegalShield 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 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.) 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 these 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. Additional Information: Location: Duncan Department: 3000 C&R Time Type: Full time Commitment to Equal Opportunity PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination. If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com. PPLSI is an Equal Opportunity Employer. PPLSI does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. A trailblazer in the democratization of affordable access to legal and identity protection, PPLSI is the world's largest platform for legal, identity, and reputation management services covering more than 4.4 million people. IDShield, LegalShield’s identity theft solution for individuals and families, has more than one million members. LegalShield and IDShield serve more than 140,000 businesses. In addition, over 34,000 companies offer LegalShield and IDShield plans to their employees as voluntary benefits.
