Job Description

ROLE:

The primary goal of the Customer Care Specialist 2 is to ensure that current and potential members and affiliates of IDX receive world class Customer service.  This role will interview members and potential victims in order to gather details for each unique Identity Theft case.  They will provide information and instruction for victims and assists individuals to understand the recovery process and how IDX will work to resolve their specific case.

This role will support IDX members over the phone and via email and manage the flow of initial Identity Theft Victim inquiries. The Customer Care Specialist 2 ensures customer satisfaction by proactively facilitating and delivering information online, over the phone, and in writing.

Serves as the subject matter expert for all types of  Identity Theft Cases.  Collects and organizes documentation needed for IDX to work on the victim’s behalf and manages non complex cases.  Coordinates with Customer Care Specialist 3 role and briefs them regarding complex cases.   

These activities will occur within the scope of IDX performance standards, the company’s mission statement, and in accordance with the policies and procedures set forth.  At times, IDX may need to conduct or update background checks on current employees depending on their position in the Company and their accessibility to sensitive and/or regulated data. All such inquiries are limited to information relevant to job performance, workplace safety, and security. Inquiries are conducted by an outside agency in accordance with applicable laws.

DUTIES:

Winning the victim’s trust and being supportive is critical in this role. Confidentiality and respect for privacy are key.

Energy, enthusiasm, communication skills, and a positive attitude are required.  Empathy, compassion, and general willingness to assist the victim are also important characteristics of an Customer Care Specialist 2.

• Verifies eligibility in the IDX program
• Evaluates each victim’s unique situation
• Assists victim in reporting the crime to various institutions and in notifying all appropriate agencies
• Gathers all necessary written documentation and completed forms from the victim including affidavits of Identity Theft and forgery
• Works under pressure while dealing with sensitive and confidential issues
• Maintains a thorough record of all communication to and from victims
• Follows up promptly and consistently with victims and potential victims, ensuring satisfaction with quality of service and thoroughness of the initial assessment

This position does require flexibility in scheduling, which means the employee must be available to work during scheduled times and varying work shifts. 

REQUIRED SKILLS:

Essential skills required are patience, tact, written and verbal communications, critical thinking skills, and the ability to build relationships and trust with victims. Customer Care Specialist 2’s must be highly organized, possess knowledge of the preliminary steps involved in recovering and restoring the victim’s identity, and have the ability to work with highly confidential and personal victim information.  Must be able to deal with the general public in a courteous and professional manner. Additional required skills are:

• Ability to analyze situations carefully and adopt effective courses of action
• Ability to efficiently research identity theft related issues for members and affiliates in a timely fashion by utilizing company resources in addition to outside resources
• Ability to document all victim correspondence completely and thoroughly
• Must be detail-oriented with excellent organizational skills and effective verbal and written communication skills
• Capable of independent and creative problem solving
• Ability to present the facts in a thorough, factual, and organized manner  
• Must be able to demonstrate team behavior and must be willing to promote a team-oriented environment
• Ability to work with individuals with varying economic, educational, and cultural backgrounds
• Ability to follow oral and written directions in the form of written procedures and scripts

REQUIRED EXPERIENCE AND/OR EDUCATION:

• 3 years experience in a client based services environment
• Bachelor’s degree or combination of education and/or work related experience

WHAT’S SO GREAT ABOUT WORKING AT IDX: You mean besides our awesome employees? We're glad you asked!

• We have a comprehensive benefit package that includes:
  • Medical, dental and vision coverage via United HealthCare
  • 401k with matching employer contribution
  • Life and Disability insurance
  • Paid sick and vacation time
  • 10 paid holidays each year
• Other Paid Time Off
  • We offer 2 days paid off for volunteering in the community
  • We also have paid jury duty and bereavement
• On-Site Facilities
  • We have interior bike racks, showers, lockers, and bike fix-it station.
  • An electric car power station.
  • Great restaurants, cafe and bars

Final Candidate will be required to pass a criminal background check. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

ABOUT IDX:

IDX® is the leading pure-play data breach and identity protection services privacy technology company. IDX’s flagship digital privacy and identity protection product, is built on a secure, SaaS cloud-native platform that utilizes an agile delivery system. As the largest provider of identity protection services to the U.S. government and a trusted provider to Fortune 500-sized companies and millions of Americans, IDX delivers lasting peace of mind from privacy cyber risks.