Customer Care Consultation Specialist

PPLSI•Duncan, BC

6d•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. 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.

Requirements

Highschool diploma or equivalent required
Successful completion of CDIA training courses required
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

Nice To Haves

1 or more years of customer service experience preferred
Prior contact center experience preferred

Responsibilities

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, Other KPIs within Customer Care