Customer Service Identity Alerts Representative

Gen Digital Inc.•Tempe, AZ

About The Position

The Alerts Agent is responsible for supporting members who are affected by potential identity theft through timely, accurate case handling, queue management, and member support. This role focuses on delivering high-quality service, following established processes, and documenting work thoroughly in a fast-paced environment. This position is suited for someone who has excellent critical thinking skills, can manage assigned work efficiently, deliver a strong member experience, apply sound judgment within guidelines, and contribute to overall team performance through consistency, quality, and accountability.

Requirements

Self-motivated and able to manage multiple responsibilities independently.
Strong verbal and written communication skills.
Strong organizational and time-management skills.
Strong active listening skills and attention to detail in resolving member needs.
Ability to follow clearly defined processes and work effectively within guidelines.
Maintain strict confidentiality and uphold the highest privacy and security standards.
Proficiency with Microsoft Office Suite
High School Diploma or equivalent

Nice To Haves

Experience with Salesforce CRM or similar platform preferred.
1+ years of related customer service or call center experience preferred; relevant fraud, identity protection, or case management experience is a plus.
Background in fraud, identity theft, or investigation
FCRA Certification a plus

Responsibilities

Manage and work assigned alerts-related cases and queues in a timely, accurate, and quality-focused manner while meeting established service expectations.
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 and identifying next steps.
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 as needed to support resolution.
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.