Customer Care Consultation Specialist
PPLSIAbout the role
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
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