Identity Protection Alerts Specialist

Apply; Tempe, Northern (AZ, KY); Hybrid; USD 40,000 - 52,000; Full time

Job summary

Gen is seeking an Alerts Agent to support members impacted by potential identity theft. The role emphasizes timely case handling, queue management, and thorough documentation in a fast-paced environment.

The ideal candidate will have strong communication, organizational, and confidentiality skills, with experience in fraud or identity protection and familiarity with CRM platforms like Salesforce.

Qualifications

• Proficiency with Microsoft Office Suite.
• Experience with a CRM system preferred (Salesforce or similar).
• 1+ years of customer service or call center experience preferred; fraud/identity protection is a plus.
• Background in fraud, identity theft, or investigations.

Responsibilities

• Manage and work assigned alerts-related cases and queues in a timely, accurate, and quality-focused manner.
• Assist members through inbound and outbound support activities related to alerts and mediations.
• Complete work in accordance with approved procedures, service expectations, and company performance guidelines.
• Demonstrate strong attention to detail, sound problem-solving, and good judgment when reviewing cases and identifying next steps.
• Maintain accurate case documentation within approved systems.
• Deliver a high standard of customer service, responsiveness, accuracy, and thoroughness.
• Build effective working relationships with internal teams, merchants, vendors, and other third parties as needed to support resolution.
• Maintain knowledge of relevant policies, procedures, industry trends, and identity protection or cybersecurity-related threats.
• Participate in special projects or additional work assignments as directed by management.
• Follow all information security, privacy, and confidentiality requirements.

Skills

Microsoft Office Suite

Salesforce CRM

Customer service

Fraud/Identity protection

Tools

Salesforce CRM

Job description

Gen is seeking an Alerts Agent to support members impacted by potential identity theft. The role emphasizes timely case handling, queue management, and thorough documentation in a fast-paced environment.

The ideal candidate will have strong communication, organizational, and confidentiality skills, with experience in fraud or identity protection and familiarity with CRM platforms like Salesforce.