Identity Theft Alerts Agent | Cybersecurity Support

Gen; Tempe (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Gen is seeking an Alerts Agent to support members affected by potential identity theft, delivering timely, accurate case handling, queue management and member support in a fast-paced environment.

You will apply strong communication, critical thinking and attention to detail while following established processes and maintaining thorough case documentation. Proficiency with Microsoft Office and Salesforce CRM is preferred; 1+ year in customer service or fraud-related roles is a plus.

Qualifications

• High School Diploma or equivalent.
• FCRA Certification a plus.
• 1+ years of related customer service or call center experience preferred; relevant fraud, identity protection, or case management experience is a plus.
• Background in fraud, identity theft, or investigation.

Responsibilities

• Manage alerts-related cases and queues accurately and timely.
• Assist members through inbound and outbound support for alerts and mediations.
• Follow approved procedures and service guidelines.
• Review cases with strong problem-solving and good judgment.
• Maintain thorough case documentation in approved systems.
• Deliver high-quality customer service with accuracy and responsiveness.
• Collaborate with internal teams, merchants, vendors, and third parties as needed.
• Stay updated on policies, trends, and identity protection or cybersecurity threats.

Skills

Verbal communication

Written communication

Active listening

Time management

Organizational skills

Attention to detail

Education

High School Diploma or equivalent

FCRA Certification

Tools

Microsoft Office Suite

Salesforce CRM

Job description

Gen is seeking an Alerts Agent to support members affected by potential identity theft, delivering timely, accurate case handling, queue management and member support in a fast-paced environment.

You will apply strong communication, critical thinking and attention to detail while following established processes and maintaining thorough case documentation. Proficiency with Microsoft Office and Salesforce CRM is preferred; 1+ year in customer service or fraud-related roles is a plus.