Customer Care Consultation Specialist

PPLSI; Ada (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

PPLSI in Duncan, OK, is hiring a Customer Care Consultation Specialist to assist identity theft victims and members with our protection suite. You will guide customers through alert responses, educate on proactive protection, and coordinate with a licensed investigator when needed.

You will maintain strong customer relations, document thoroughly, and work toward top KPI performance. This role requires high school diploma, CDIA training, and 1+ year of service experience.

Qualifications

• Highschool diploma or equivalent required.
• Successful completion of CDIA training courses required.
• 1+ 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 focus on delivering superior service.
• Excellent problem-solving skills.
• Ability to manage large amounts of information relating to customers and benefits.

Responsibilities

• Under close supervision, research to determine if identity theft has occurred.
• Build rapport with members and offer appropriate solutions.
• Educate members on proactive protection and tools.
• Refer to a Restoration Specialist when identity or reputation is compromised.
• Document cases in systems of record (iSeries, People Search, Freshdesk, etc.).
• Maintain attendance and KPI targets including Quality, NPS, MSat, and average handling metrics.

Skills

Customer service

Microsoft Office

Typing speed 35 WPM

Written and verbal communication

Problem solving

Education

High school diploma or equivalent

CDIA training courses

1+ years customer service experience

Tools

Microsoft Office (Word, Teams)

iSeries

Freshdesk

Job description

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.

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.

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

• 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

Duncan

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: [e-mail].