Job Title

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 RoleUnder 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 serviceMaintain a balanced perspective to ensure that the LegalShield brand and high-level of customer experience are maintainedMember Education Assist member in determining origin of alerts and potential social or financial impactThoroughly educate the member and provide tools on proactively protecting their reputation and identityConsult with the member regarding actions and items that can negatively and positively affect their creditReferrals & Documentation Obtain required credentials and approvals when providing or accessing sensitive member informationAccurately determine if the member's identity or reputation has been compromised and refer to a Restoration Specialist appropriatelyThoroughly document cases in all systems of record (iSeries, People Search, Freshdesk, etc.)Performance Expectations Maintain excellent attendance and adherenceMaintain minimum KPI targets which include:QualityNPS & MSat ScoresAverage After Call WorkAverage Non-Productive TimeOther KPIs within Customer CareEducation, Knowledge, and Experience Highschool diploma or equivalent requiredSuccessful completion of CDIA training courses required1 or more years of customer service experience preferredPrior contact center experience preferredProficient in Microsoft Office applications (Word, Teams, etc.)Types a minimum of 35 WPMInnate understanding of customer service, with a powerful sense for delivering superior service to customersExcellent problem-solving skillsHas the ability to handle and retain substantial amounts of information as it relates to the customer, the customer's benefits, and limitationsAbility to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires itDemonstrates effective written and verbal communicationStrong phone etiquette and active listening skillsPositive professional attitude and team playerFLSA (Fair Labor Standards Act) Status Non-Exempt, Overtime may be requiredPhysical 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 computerMust be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 poundsThe ability to frequently, physically move between departments/floorsWhile 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:DuncanDepartment:3000 C&RTime Type:Full timeCommitment to Equal OpportunityPPLSI 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@.