Customer Service Identity Alerts Representative

About the Company

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. We deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users worldwide.

Responsibilities

• Manage and work assigned alerts-related cases and queues in a timely and accurate manner
• Assist members through inbound and outbound support activities related to alerts and mediations
• Complete work in accordance with approved procedures and company performance guidelines
• Maintain accurate case documentation within approved systems
• Deliver a high standard of customer service, responsiveness, and thoroughness
• Build effective working relationships with internal teams, merchants, and vendors
• Follow all information security, privacy, and confidentiality requirements

Requirements

• High School Diploma or equivalent
• Proficiency with Microsoft Office Suite
• Strong verbal and written communication skills
• Strong organizational and time-management skills
• Ability to follow clearly defined processes and work within guidelines
• Background in fraud, identity theft, or investigation

Preferred Qualifications

• 1+ years of related customer service or call center experience
• Experience with Salesforce CRM or similar platforms
• Relevant fraud, identity protection, or case management experience
• FCRA Certification