Customer Care Consultation Specialist

PPLSI•Duncan, OK

5d•Onsite

About The Position

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.

Requirements

High school diploma or equivalent required.
Successful completion of CDIA training courses.
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.

Responsibilities

Conduct a variety of research to determine if identity theft has occurred.
Empathize, multi-task, and troubleshoot across various areas efficiently.
Adapt to a changing environment, have effective time management skills and ensure work is accurate, clear, and concise with strong attention to details.
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.
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.
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.).
Maintain excellent attendance and adherence.
Maintain minimum KPI targets which include: Quality NPS & MSat Scores, Average After Call Work, Average Non-Productive Time, and Other KPIs within Customer Care.