Identity Theft Alerts Specialist

AVG; Tempe (AZ); Hybrid; USD 42,000 - 56,000; Full time

Job summary

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

You will manage alerts, assist members via inbound/outbound outreach, and document work thoroughly while maintaining security and confidentiality. Prior fraud or identity protection experience is a plus, with proficiency in Microsoft Office and Salesforce CRM beneficial.

Qualifications

• Proficiency with Microsoft Office Suite.
• 1+ years of related customer service or call center experience preferred; fraud/identity protection experience is a plus.
• Background in fraud, identity theft, or investigations.

Responsibilities

• Manage and resolve 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 guidelines.
• Demonstrate attention to detail, 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 third parties as needed to support resolution.
• Maintain knowledge of policies, procedures, industry trends, and identity protection threats.
• Participate in special projects or additional work as directed by management.
• Follow information security, privacy, and confidentiality requirements.

Skills

Microsoft Office Suite

Customer service experience

Fraud/identity protection background

Tools

Salesforce CRM

Job description

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

You will manage alerts, assist members via inbound/outbound outreach, and document work thoroughly while maintaining security and confidentiality. Prior fraud or identity protection experience is a plus, with proficiency in Microsoft Office and Salesforce CRM beneficial.