What are the responsibilities and job description for the Customer Care Consultation Specialist position at PPLSI?

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 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

FLSA (Fair Labor Standards Act) Status

Non-Exempt, Overtime may be required

Physical and Mental Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Prolonged periods sitting or standing at a desk and working on a computer

Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds

The ability to frequently, physically move between departments / floors

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.

Additional Information :

Location :

Department :

3000 C&R

Time Type : Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at : humanresources@legalshieldcorp.com.

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