Customer Care Consultation Specialist

Pre-Paid Legal Services, Inc.; Ada (OK); On-site; USD 33,000 - 45,000; Full time

Job summary

LegalShield's Customer Care Consultation Specialist in Ada, OK helps identity theft members handle alert events by guiding them through our protection suite and, when needed, coordinating a private licensed investigator. The role emphasizes empathy, accuracy, and proactive protection of members' personal information.

The position requires strong communication, problem-solving, and multitasking abilities, with emphasis on documenting cases precisely and maintaining high customer 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 and delivering superior service.
• Excellent problem-solving skills.
• Ability to handle and retain substantial information related to the customer benefits.
• Able to work in a fast-paced environment with adaptability.
• Demonstrates effective written and verbal communication.
• Strong phone etiquette and active listening skills.
• Positive professional attitude and team player.

Responsibilities

• Build rapport and confidence with the member by facilitating discussions and offering appropriate solutions with our service.
• Maintain a balanced perspective to ensure the LegalShield brand and high level of customer experience are maintained.
• Research to determine if identity theft has occurred and potential impact on the member.
• Educate the member on protecting reputation and identity and provide tools.
• Consult with the member regarding actions affecting credit.
• Obtain credentials and approvals when handling sensitive information.
• Document cases in all systems of record (iSeries, People Search, Freshdesk, etc.).
• Maintain attendance and adherence; meet KPIs (Quality, NPS, MSat).

Skills

Customer service

CDIA training

MS Office

Typing 35 WPM

Active listening

Communication skills

Education

Highschool diploma or equivalent

Tools

Microsoft Office

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.

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 WorkAverage 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

Ada

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].